Pengaruh Service Quality Terhadap Customer Satisfaction dan Customer Loyalty (Studi Kasus Pada LP3I Karang Tengah, Tangerang)

Pengaruh Service Quality Terhadap Customer Satisfaction dan Customer Loyalty (Studi Kasus Pada LP3I Karang Tengah, Tangerang)

• By Syukron, Sazly;
• Jurnal Nasional Terakreditasi
• 320
• 285-293

Abstract - In the concept of service quality, customer satisfaction and customer loyalty is related to each other. The level of service quality which is the discrepancies between customer expectation and perception will affect customer satisfaction and customer satisfaction ensured to affect customer loyalty as well.The research analyzed the existence of correlation and influence between customer satisfaction and customer loyalty at LP3I Karang Tengah, Tangerang. Connected with the Research Method , This research is descriptive quantitative research by asking responden to fill in the quessionaire that given, The respondena are the students of LP3I Karang Tengah who represent their level and their major. We use purposive sampling technic to collect the data from 155 students of this institutionin the period of June 1–July 31, 2009 . The data statistically has been analyzed by SPSS 16. with the 95 % significance degree.The service quality variables that determine customer satisfaction in this research are Tangible (X1), Reliability (X2), Responsiveness (X3), Assurance (X4) and Emphaty( X5) as Independent Variables then Customer Loyalty( Y) as dependent variable.The Result,only Tangible (X1) dan X3 (Responsiveness) partally affect significantly to Customer Loyalty (Y). F-Test is used to test the impact of independent variable to dependent variable simultanously. As Result,simultaneously Tangible (X1 ,Responsiveness (X3) , Assurance (X4) and Emphaty(X5), affect significantly to Loyalty (Y). Meanwhile The Linier Regression Test resulted R square at 0.77, that indicate all variables of Customer Satisfaction affect 77 % significantly to Customer Loyalty (Y).
Keywords ; Service Quality, Customer Satisfaction, Customer Loyalty

• Katakunci
• URL https://ejournal.bsi.ac.id/ejurnal/index.php/widyacipta/article/view/4444/2750
• Penerbit LPPM BSI Jakarta, Jakarta DKI Jakarta

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