Pengaruh Kualitas Pelayanan Terhadap Kepuasan  dan Loyalitas Pelanggan Pada Ramayana Department Store di Kota Denpasar

Bayu Putra Prayoga; Ni Made Wulandari Kusumadewi; Alit Suryani

Pengaruh Kualitas Pelayanan Terhadap Kepuasan dan Loyalitas Pelanggan Pada Ramayana Department Store di Kota Denpasar

Bayu Putra Prayoga Fakultas Ekonomi dan Bisnis Universitas Udayana, Denpasar, Bali
Ni Made Wulandari Kusumadewi Fakultas Ekonomi dan Bisnis Universitas Udayana, Denpasar, Bali
Alit Suryani Fakultas Ekonomi dan Bisnis Universitas Udayana, Denpasar, Bali

Abstract

this study aims to determine the effect of service quality on customer satisfaction and loyalty in the Ramayana Department Store in the city of Denpasar. Number of respondents were 120 respondents using purposive sampling technique with criteria respondent with high school/ equivalent education, have visited and shopped in the Ramayana Department Store Denpasar at least 3 times a month. This research using path analysis with SPSS. The results showed positive and significant effect of service quality on customer satisfaction, positive and significant effect of service quality on customer loyalty ,positive and significant effect of customer satisfaction on customer loyalty in Ramayana Department Store.

Kata Kunci: sevice quality,customer satisfaction, customer loyalty

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Published

2014-10-13

How to Cite

PRAYOGA, Bayu Putra; KUSUMADEWI, Ni Made Wulandari; SURYANI, Alit. Pengaruh Kualitas Pelayanan Terhadap Kepuasan dan Loyalitas Pelanggan Pada Ramayana Department Store di Kota Denpasar. E-Jurnal Manajemen, [S.l.], v. 3, n. 10, oct. 2014. ISSN 2302-8912. Available at: <https://ojs.unud.ac.id/index.php/manajemen/article/view/9361>. Date accessed: 21 nov. 2024.

Citation Formats

Issue

Vol 3 No 10 (2014)

Section

Articles

Keywords

sevice quality,customer satisfaction, customer loyalty

This work is licensed under a Creative Commons Attribution 4.0 International License.