ANALISIS KUALITAS PELAYANAN PADA KESETIAAN PELANGGAN MELALUI PEMASARAN RELASIONAL PADA “UMM INN“ HOTEL PENDIDIKAN DI MALANG
Abstract: This research aims
to seek an influence of service quality to the loyalty of the customer with
relationship marketing.The study use a relationship marketing variable as
intervening variable. Structural Equation Modeling (SEM) used to analyze the
influence of service quality to customer loyalty through relationship
marketing. The research show mention an influence of service quality to
customer loyalty, service quality to relationship marketing, and relationship
marketing to customer loyalty.
Keywords: Service quality;
relationship marketing as variable intervening; customer loyalty
Penulis: Ratih Juliati
Kode Jurnal: jpmanajemendd110441
