HUBUNGAN ANTARA KUALITAS PELAYANAN, PERCEIVED PRICE, KEPUASAN, DAN LOYALITAS PELANGGAN
ABSTRACT: The objective of the
research are to examine and analyses : (1) effect of
service quality to
customer satisfaction, (2)
effect of service quality to
customer loyalty, (3) effect customer satisfaction to customer
loyalty, (4) effect
of service quality
to customer loyalty, through
customer satisfaction as the mediating
variable, (5) effect of the interaction between service quality and
perceived price to customer satisfaction. Population on this research are all customer’s of
warung makan Pokwe
Bu Trini in
Surakarta. The samples of
this research consist
of 100 customer’s
taken with snowball and
convenience sampling. The
result reveals that
(1) there is a
significance effect between
service quality to
customer satisfaction, (2) there
is a significance
effect between service quality to
customer loyalty, (3)
there is a
significance effect between customer
satisfaction to customer
loyalty, (4) there
is a significance direct effect
of the service quality to customer loyalty, through customer
satisfaction as the
mediating variable, (5) Interaction of
the service quality
and perceived price
has significant effect on customer satisfaction.
Keywords: service
quality, perceived price,
satisfaction, customer loyalty
Penulis: Lamidi
Kode Jurnal: jpmanajemendd120311
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