PENGARUH PERCEIVED SERVICE QUALITY TERHADAP CUSTOMER SATISFACTION DAN CUSTOMER LOYALTY PADA THE EMDEE SKIN CLINIC DI SURABAYA
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Abstract
Penelitian ini bertujuan untuk mengetahui dan menganalisis pengaruh faktor-faktor (Service Quality, Customer Satisfaction, Customer Loyalty. Pada penelitian sebelumnya masih relevan digunakan pada saat ini. Objek yang diambil adalah The Emdee Skin Clinic Surabaya. Data yang digunakan dalam penelitian ini adalah data primer yang diperoleh dari penyebaran kuesioner. Responden dalam penelitian ini adalah 150 responden yang pernah membeli produk, melakukan perawatan, pernah menunggu, dan pernah memberi komplain di The Emdee Skin Clinic Surabaya minimal 1 tahun terakhir. Teknik pengambilan sampel penelitian ini adalah non-probability sampling. Penelitian ini menggunakan pendekatan kuantitatif dengan melalui pengujian secara statistik. Pengujian dilakukan menggunakan metode Structural Equation Modeling (SEM) dengan bantuan Analisis of moment structures (AMOS 16). Hasil penenlitian ini menunjukkan bahwa adanya hubungan yang signifikan yaitu antara Perceived Perceived Service Quality terhadap Customer Satisfaction, Perceived Perceived Service Quality terhadap Word-of-Mouth, Perceived Perceived Service Quality terhadap Purchase Intentions Lalu customer satisfaction mempunyai hubungan terhadap Word-of-Mouth, customer satisfaction mempunyai hubungan terhadap Purchase Intentions.
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