ANALISIS PENGARUH KUALITAS PELAYANAN PADA KEPUASAN DAN LOYALITAS PELANGGAN FLAURENT SALON AND SPA YOGYAKARTA
| Main Authors: | , FLORENSIA KURNIA P, , Prof. Basu Swastha Dharmmesta., SE., MBA., Ph.D. |
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| Format: | Thesis NonPeerReviewed |
| Terbitan: |
[Yogyakarta] : Universitas Gadjah Mada
, 2014
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| Subjects: | |
| Online Access: |
https://repository.ugm.ac.id/130300/ http://etd.ugm.ac.id/index.php?mod=penelitian_detail&sub=PenelitianDetail&act=view&typ=html&buku_id=70720 |
Daftar Isi:
- Quality and customer satisfaction play an important role for the existence of the company.This study aims to analyze the difference between customer expectations and perceptions of the performance of Flaurent Salon and Spa in each dimension, namely tangibles, reliability, responsiveness, assurance, and empathy and the total dimensions. This study also analyzes the effect of service quality on customer satisfaction, the effect of service quality on loyalty, the effect of satisfaction on loyalty, as well as the influence of service quality and customer satisfaction on customer loyalty either partially or simultaneously with customer satisfaction as a variable between (the mediator). The number of respondents involved in this study were 180 respondents in which sampling method is the purposive sampling. This research instrument is a questionnaire that SERVQUAL questionnaire adopted from Parasuraman et al. (1985) as well as a questionnaire adopted from Mohsan et al. (2011) with measurements using a Likert scale with a score of 1 to 5. The method of analysis performed in this study is a paired t test for the first hypothesis and simple linear regression for the second hypothesis up to the fourth hypothesis and multiple linear regression to test fifth hypothesis. The results of this study are significant differences between customer expectations and perceptions of the performance of Flaurent Salon and Spa in each dimension and the total dimensions (sig value = 0.000), service quality has a positive effect on customer satisfaction (sig value=0.001), service quality has a positive effect on loyalty (sig value=0.000), customer satisfaction has a positive effect on loyalty (sig value=0.000), as well as quality service (sig value=0.031) and customer satisfaction (sig value=0.000) has a positive effect on loyalty partially or simultaneously and is proven to the satisfaction as a mediator with partial mediation (ANOVA sig value=0.000). Keywords: Quality of Service, Customer Satisfaction, Customer Loyalty, Flaurent Salon and Spa