Analisis Pengaruh Nilai Pelangan Terhadap Kepuasan Pelanggan Dan Dampaknya Pada Loyalitas Pelanggan (Survei Pada Pengguna Sepeda Motor Honda Vario All Variant Di Service Center Honda Ahass Sukma Motor Jalan Sigura-gura Barat Kota Malang)

Moch Lutfi Salis Af Hami • Suharyono Suharyono • Kadarisman Hidayat
Journal article Jurnal Administrasi Bisnis S1 Universitas Brawijaya • October 2016

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(Bahasa Indonesia, 9 pages)

Abstract

The purpose of this study is to analyze and explain: The influence of Customer Value on Customer Satisfaction; The influence of Customer Value on Customer Loyalty; The influence of Customer Satisfaction on Customer Loyalty. This research use explanatory research with quantitative approach. total sample in this research is 116 respondent which are Honda Vario all variant user that was servicing their motor in Honda AHASS service center at west sigura-gura road in Malang City. Sample-taking technique used Accidental sampling meanwile the data collection method used questionnaire. Descriptive statistic analysis and path analysis are used to analyze the data. The result of the study shows that there is significant effect from Customers value variable (X) to customer satisfaction (Y1). Customer satisfaction variable has significant effect to customer loyalty variable (Y2). there is significant effect from Customer value variable to Customer loyaty variable (Y2).

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Jurnal Administrasi Bisnis S1 Universitas Brawijaya

Jurnal Administrasi Bisnis S1 Universitas Brawijaya merupakan jurnal ilmiah yang memuat artikel b... see more