CD Skripsi

Pengaruh Kualitas Pelayanan Dan Brand Image Terhadap Kepuasan Dan Loyalitas Pelanggan Hotel Grand Zuri Di Kota Pekanbaru

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This research aimed to analysze Brand Image, Service Quality on Customer Satisfaction and Customer Loyalty, research applied on customer Grand Zuri Hotel who had stay at least 1 time in Pekanbaru City . This research consists of four variables: one dependent variable, one intervening variable and two independent variables. They are Customer Loyalty (Y2), Qustomer Satisfaction (Y1), Brand Image (X2), and Service Quality (X1). This research was conducted using a sample of 100 people. This research used purposive sampling, based on respondents who pass the criteria to fill in the questionnaire. In terms of data analysis, this research used path analysis method using SPSS (Statistical Package for Social Science) version 20. Based on the hypothesis test conducted, research shows that Brand Image and Service Quality had significant positive effect on Brand Awareness. Service Quality, Brand Image and Customer Satisfaction have significant positive effect on Customer Loyalty. Brand Image and Service Quality Influence Customer Loyalty are moderated by Customer Satisfaction.
Keywords: Service Quality, Brand Image, Customer Satisfaction and Customer Loyalty.

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Ketersediaan

Informasi Detail

Judul Seri

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No. Panggil

02 02. 118 (0003)

Penerbit

Pekanbaru : Universitas Riau – Fakultas Ekonomi Dan Bisnis – Manajemen., 2018

Deskripsi Fisik

xii, 74 hlm.: ill.; 29 cm

Bahasa

Indonesia

ISBN/ISSN

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Klasifikasi

02 02. 118 (0003)

Tipe Isi

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Tipe Media

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Tipe Pembawa

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Edisi

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Subjek

MANAJEMEN

Info Detail Spesifik

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Pernyataan Tanggungjawab

DAUS

Versi lain/terkait

Lampiran Berkas

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