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Pengaruh Kualitas Layanan terhadap Kepuasan dan Loyalitas Konsumen Food Court Tunjungan Plaza di Surabaya

Ramadhan, Dede Syahril (2013) Pengaruh Kualitas Layanan terhadap Kepuasan dan Loyalitas Konsumen Food Court Tunjungan Plaza di Surabaya. Undergraduate thesis, STIE Perbanas Surabaya.

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ARTIKEL ILMIAH.pdf

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COVER.pdf

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BAB I.pdf

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BAB V.pdf

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Abstract

The Influence of Service Quality, Customer Satisfaction And Customer Loyalty Food Court Tunjungan Plaza in Surabaya The purpose of this study is to investigate the relationship between service quality, satisfaction, customer loyalty. Good quality of service provided to retailer to consumers increase the sense of satisfaction that aims to gain consumer loyalty. In this research shows that the variable has a significant positive service quality to variable of consumer satisfaction, and satisfaction variable has a significant positive to variable costumer loyalty. This study analyzes how large service quality influencing consumer satisfaction at the point of consumer loyalty of Food Court consumer in Surabaya. The result of this research indicating that regression coefficient between service quality variable toward satisfaction 0,223 with t-calculation around 7,81 while coefficient regression between satisfaction variable toward loyalty 0,493 with tcalculation 4,954. The testing performed through questionnaires with judgment sampling method on 100 respondents, while tool test used in this research by using SPPS 11,5 Keyword : Quality of Service, Customer Satisfaction, Loyalty

Item Type: Thesis (Undergraduate)
Subjects: 600 - TECHNOLOGY > 658 - GENERAL MANAGEMENT > 658.8 - MANAGEMENT OF MARKETING
Divisions: Bachelor of Management
Depositing User: Magang Magang
Date Deposited: 06 Nov 2019 10:21
Last Modified: 06 Nov 2019 10:21
URI: http://eprints.perbanas.ac.id/id/eprint/5304

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