ANALISIS PENGARUH KUALITAS PELAYANAN DAN NILAI YANG DIRASAKAN TERHADAP KEPUASAN PELANGGAN DALAM MEMBENTUK LOYALITAS PELANGGAN (SURVEY PENGUNJUNG GRAPARI TELKOMSEL JAKARTA)

WIRAWAN, WAHYU CHANDRA (2019) ANALISIS PENGARUH KUALITAS PELAYANAN DAN NILAI YANG DIRASAKAN TERHADAP KEPUASAN PELANGGAN DALAM MEMBENTUK LOYALITAS PELANGGAN (SURVEY PENGUNJUNG GRAPARI TELKOMSEL JAKARTA). Fakultas Ekonomi, Universitas Negeri Jakarta.

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Abstract

The outline of this research is to analyze the effect from service quality toward customer satisfaction, perceived value toward customer satisfaction, service quality toward customer loyalty, perceived value toward customer loyalty, and customer satisfaction toward customer loyalty. Data used was primary data with survey collection method and questionnaire instrument. This research used 200 sample with criteria at least visited GraPari 3 times and understanding the service provided by the company. Location of this research is GraPari Jakarta. Analysis data technique using structural equation modelling (SEM) with tools SPSS Statistics 24 & SPSS AMOS 24. The results of this study are, service quality positively affects customer satisfaction and customer loyalty, perceived value positively affects customer satisfaction and customer loyalty, also customer satisfaction positively affects customer loyalty.

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