Pengaruh Kualitas Pelayanan Dan Kepuasan Terhadap Loyalitas Pelanggan Restoran Ayam Resto Colomadu

Sardi, Evy Yulia and -, Ihwan Susila, SE, M.Si, P.hD and -, Dr. Muzakar Isa, SE., Msi (2019) Pengaruh Kualitas Pelayanan Dan Kepuasan Terhadap Loyalitas Pelanggan Restoran Ayam Resto Colomadu. Thesis thesis, Universitas Muhammadiyah Surakarta.

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Abstract

This study aims to analyze the effect of Service Quality and Satisfaction on Customer Loyalty at Ayam Resto Colomadu Restaurant. The samples in this study were 100 customers of Ayam Resto Colomadu i Restaurant using a questionnaire for data collection. The sampling technique is a non probability sampling method. Data analysis techniques use Path Analysis. The results of this study indicate that: 1) tangible, reliability, and empathy have an influence on customer satisfaction, while resposiveness and assurance have no influence on customer satisfaction. 2) Satisfaction, tangible, empathy have an influence on customer loyalty, while reliability, resposiveness and assurance have no influence on customer loyalty. 3) customer satisfaction can mediate reiability, assurance, and empathy towards customer loyalty, while customer satisfaction cannot mediate between tangible and resposiveness

Item Type:	Karya ilmiah (Thesis)
Uncontrolled Keywords:	customer quality, customer satisfaction and customer loyalty
Subjects:	H Social Sciences > H Social Sciences (General) H Social Sciences > HB Economic Theory H Social Sciences > HC Economic History and Conditions H Social Sciences > HN Social history and conditions. Social problems. Social reform
Divisions:	Fakultas Pasca Sarjana > Magister Manajemen
Depositing User:	Unnamed user with username p100160077
Date Deposited:	19 Feb 2019 04:10
Last Modified:	19 Feb 2019 04:10
URI:	http://eprints.ums.ac.id/id/eprint/71657

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