CD Skripsi

Analisis Pengaruh Kualitas Layanan Terhadap Kepuasan Konsumen Dan Loyalitas Konsumen Pada Kfc Di Kota Pekanbaru

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This research aims to know the effect of service quality on customer satisfaction and customer loyalty that should be considered by the company. The population of this research was all costumers of KFC in Pekanbaru. The samples were taken by using Ferdinand formula and Non Probability Sampling technique which consisted of 125 samples. Path Analysis method was used to analyze the patterns of correlation among variables in order to determine both direct and indirect effects on the independent variable (exogenous) to the dependent variable (endogenous) with SPSS version 20.0. The findings showed that the variable of service quality has a significant effect on customer satisfaction of KFC in Pekanbaru. The variable of service quality has a significant effect on customer loyalty of KFC in Pekanbaru. The variable of customer satisfaction has a significant effect on customer loyalty of KFC in Pekanbaru and the variable of service quality has an effect on customer loyalty with customer satisfaction as a moderator variable. Keywords: Service Quality, Customer Satisfaction and Customer Loyalty

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Ketersediaan

Informasi Detail

Judul Seri

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No. Panggil

02 02. 117 (0014)

Penerbit

Pekanbaru : Universitas Riau - Fakultas Ekonomi - Manajemen., 2017

Deskripsi Fisik

xii, 101 hlm.; ill.; 29 cm

Bahasa

Indonesia

ISBN/ISSN

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Klasifikasi

02 02. 117 (0014)

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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