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

Author

Listed:
  • Budi Astuti
  • Abkhoro Fasta Wantono

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.

Suggested Citation

  • Budi Astuti & Abkhoro Fasta Wantono, 2014. "Pengaruh Kualitas Pelayanan dan Kepercayaan Terhadap Kepuasan dan Loyalitas Konsumen di OMI Market Karya Nuklida Yogyakarta," Jurnal Aplikasi Bisnis, Universitas Islam Indonesia, vol. 16(9), pages 2081-2081.
    • Handle: RePEc:uii:jabisf:v:16:y:2014:i:9:p:2081:id:7573
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    File URL: https://journal.uii.ac.id/JABIS/article/view/7573/6572
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