Pengaruh Kualitas Pelayanan Terhadap Kepuasan Dan Loyalitas Pelanggan (Survei Pada Pelanggan Bengkel PT Astra International Tbk – Daihatsu Malang)

Bela Dwi Kuntari • Srikandi Kumadji • Kadarisman Hidayat

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(Bahasa Indonesia, 7 pages)


This purpose of this research are to investigate the effect on the quality of service customer satisfaction; investigate the effect of quality of service to customer loyalty; and the effect of customer satisfaction to customer loyalty. The type of this research is explanation research with quantitative approach. Location this research in PT Astra International Tbk – Daihatsu Malang Ahmad Yani street Malang 175. Population of this research are all customer who are come for repairing and caring their cars in service station of PT Astra International Tbk – Daihatsu Malang. Samples in this research were 124 respondents. Technique that is used in taking sample is non probability sampling with purposive sampling techniques and methods of data collection using the questionnaire. In analyzing the data used descriptive analysis and path analysis. The result of path analysis showed that the variables significant effect of the quality service to customer satisfaction variables; service quality variable significant effect on customer loyalty and customer satisfaction variables significant influence the customer loyalty.




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