AYUNINGTIAS, DELLI (2015) PENGARUH KUALITAS PELAYANAN DAN KEPUASAN PELANGGAN TERHADAP LOYALITAS PELANGGAN LA SHERLY SALON SERANG - BANTEN. S1 thesis, UNIVERSITAS SULTAN AGENG TIRTAYASA.

Text PENGARUH KUALITAS PELAYANAN DAN KEPUASAN PELANGGAN TERHADAP LOYALITAS PELANGGAN LA SHERLY SALON S.PDF - Published Version Restricted to Registered users only Download (5MB)

Abstract

Delli Ayuningtias/ 090621 / Faculty of Economics, Department of Management / University of Sultan AgengTirtayasa / the effect of Service Quality and Customer Satisfaction to Customer Loyalty La Sherly Salon Serang/ Under the guidance ofDr. H. Djasuro Sury, SE.,M.Si as guidance I and Mira Maulani Utami, SE.,MM as guidance II. Therefore, this research service quality (X 1 ) and customer satisfaction (X ) is aindependent variable and customer loyalty (Y) as dependent variable. This research using quantitative method which is descriptive design and causal design. Analysis data from 3 variable using spss program version 20. Sample quantity used in this research was 97 sample. Data was obtained through a questionnaire tested for validity and reliability. Analysis data used double regression, test F, test t, and also with classic assumption test. The result showed that : service quality is significant affect to customer loyalty La Sherly Salon, This proven by first test t result obtained t value in the amount of (3,660) > t table (1,9853), then H accepted. Customer satisfaction affect significant to customer loyalty La Sherly Salon, this proven from second test t result which is in the amount of t 1 count (4,723) > t table count (1,9853), then H accepted.Service quality and customer satisfaction affect significant to custpmer loyalty La Sherly Salon Serang. This proved by test F result obtained value F count (36, 292) > F table (3,0933) so H accepted. The regression equation obtained Y = 2,031 + 0,203 X 1 + 0,466 X 2. 3 Keywords : Service quality, customer satisfaction and customer loyalty

Actions (login required)

View Item