PENGARUH KUALITAS PELAYANAN, KEPUASAN PELANGGAN TERHADAP LOYALITAS PELANGGAN PADA PERUSAHAAN DISTRIBUSI BAHAN KIMIA

Rugeri Fadhli Halim

Abstract


The purpose of this study was to analyze several influences between service quality, customer satisfaction that creates customer loyalty in a chemical distribution company in Malang. The research method used is explanatory research with a quantitative approach. The population in this study are consumers who have and have made purchase transactions at the company. The sample used is a representativeness sample, and with a Roscoe scale so that a total population of 100 respondents is found. The results showed that service quality did not have a significant effect on customer satisfaction, because not all good company service quality will give satisfaction to customers. On the other hand, customer satisfaction has a significant effect on loyalty, customer loyalty will be obtained if the company can increase customer satisfaction, especially in company management.

Keywords


Service Quality, Customer Satisfaction, Customer Loyalty

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