Pengaruh Kualitas Pelayanan dan Kepercayaan Terhadap Kepuasan dan Loyalitas Konsumen di OMI Market Karya Nuklida Yogyakarta

Budi Astuti () and Abkhoro Fasta Wantono ()

Jurnal Aplikasi Bisnis, 2014, vol. 16, issue 9, 2081

Abstract: This study entitled "The Effect of Service Quality and Satisfaction Confidence Against Consumer Loyalty". The purpose of this study was to clarify whether service quality has a effect on customer satisfaction, explain whether service quality has a effect on consumer loyalty, explain whether customer satisfaction has a influence on consumer loyalty, explain whether consumer confidence has a effect or customer satisfaction and to clarify whether consumer confidence has a effect on consumer loyalty. Data used in this study is the type of quantitative data , while the methods for collecting data to measure variables is to use a questionnaire with the help of a computer program SPSS for Windows Evaluation version 17:00 and the results of data analysis using SEM. The results of the analysis of the Structural Equation Model (SEM) showed that the variables of service quality has a significant influence on customer satisfaction and customer loyalty, customer satisfaction variables have a significant influence on consumer loyalty and consumer confidence variables have a significant influence on customer and customer loyalty.

Keywords: Service Quality; Trust; Customer Satisfaction; Customer Loyalty (search for similar items in EconPapers)
Date: 2014
References: Add references at CitEc
Citations:

Downloads: (external link)
https://journal.uii.ac.id/JABIS/article/view/7573/6572 (application/pdf)

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:uii:jabisf:v:16:y:2014:i:9:p:2081:id:7573

Access Statistics for this article

Jurnal Aplikasi Bisnis is currently edited by Ana Yuliani

More articles in Jurnal Aplikasi Bisnis from Universitas Islam Indonesia
Bibliographic data for series maintained by Ana Yuliani ().