PENGARUH DIMENSI-DIMENSI SERVICE QUALITY TERHADAP LOYALTY MELALUI CUSTOMER SATISFACTION PADA TOKO BUKU CENTRA MEDIA SIDOARJO

  • Okky Andriani Pratista Jurusan Manajemen Fakultas Bisnis dan Ekonomika Universitas Surabaya
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Keywords: service quality dimensions, customer satisfaction, repurchase intention, word of mouth

Abstract

Tujuan penelitian ini adalah untuk membuktikan pengaruh dari dimensi service quality terhadap loyalty melalui customer satisfaction pada Toko Buku Centra Media. Responden dalam penelitian berjumlah 150 orang. Analisis dalam penelitian ini menggunakan SEM (Structural Equation Modeling) dan diolah menggunakan software SPSS versi 21.0 for Windows serta AMOS versi 22.0 for Windows. Hasil penelitian menunjukkan dari 7 hipotesis terdapat 4 hipotesis telah terdukung dan berpengaruh positif signifikan dan tiga hipotesis  tidak terdukung dan tidak signifikan.

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Published
2018-03-01