Analisis Pengaruh Service Performance Terhadap Kepuasan Dan Loyalitas Konsumen (Studi pada pelanggan Digital Photo Studio di Banjarmasin)

Fajrin Nugraha

Sari


The purpose of this study is to (1) know and analyze whether service performance has a significant influence on consumer satisfaction Digital Photo Studio in Banjarmasin; (2) to know and analyze whether consumer satisfaction has a significant influence on consumer loyalty Digital Photo Studio in Banjarmasin. The type of this research is explanatory research. The sample used were 130 respondents customers of Digital Photo Studio in Banjarmasin. Primary data collection instrument is questionnaire. Sampling technique used is quota sampling and accidental sampling. Data were processed by using Structural Equation Model (SEM) with the help of computer program Analysis of Moment Structure (AMOS. The results of this study indicate the significant effect of service performance on consumer satisfaction. The results of this study indicate the significant effect of consumer satisfaction on consumer loyalty.

Keywords: service performance, consumer satisfaction, consumer loyalty


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Referensi


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