PENGARUH KUALITAS LAYANAN TERHADAP KEPUASAN DAN LOYALITAS PENGGUNA MOTOR HONDA DI JOMBANG
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Institusion
Sekolah Tinggi Ilmu Ekonomi Perbanas Surabaya
Author
SENTOSA, SAMUEL
Subject
658.8 - MANAGEMENT OF MARKETING
Datestamp
2017-05-17 06:59:19
Abstract :
This research has investigated the effects of of service quality on satisfaction and loyalty honda motorcycle users in Jombang. This research based on primary data which has been collected by spreading questionnaires to 140 Honda users in Jombang. This study using non probability sampling method. The data has been analyzed using structural equation modeling (SEM) through AMOS 16 version. The result of the study are: (H1) the quality of services provide significant positive effect on satisfaction,, (H2) service quality has significant positive effect on loyalty, and (H3) satisfaction has not significant positive effect on customer loyalty. The findings of this study are important for Honda corporations and future researchers on service quality, consumer?s satisfaction and loyalty. Key words: Service Quality, consumers satisfaction, customers loyalty
This research has investigated the effects of of service quality on satisfaction and loyalty honda motorcycle users in Jombang. This research based on primary data which has been collected by spreading questionnaires to 140 Honda users in Jombang. This study using non probability sampling method. The data has been analyzed using structural equation modeling (SEM) through AMOS 16 version. The result of the study are: (H1) the quality of services provide significant positive effect on satisfaction,, (H2) service quality has significant positive effect on loyalty, and (H3) satisfaction has not significant positive effect on customer loyalty. The findings of this study are important for Honda corporations and future researchers on service quality, consumer?s satisfaction and loyalty. Key words: Service Quality, consumers satisfaction, customers loyalty
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