PENGARUH KUALITAS LAYANAN TERHADAP KEPUASAN PELANGGAN DALAM MEMBENTUK LOYALITAS PELANGGAN (Studi Kasus Pada Restoran Fast Food KFC)

Indra Pramudiyanto, . (2013) PENGARUH KUALITAS LAYANAN TERHADAP KEPUASAN PELANGGAN DALAM MEMBENTUK LOYALITAS PELANGGAN (Studi Kasus Pada Restoran Fast Food KFC). Tugas Akhir thesis, Universitas Pembangunan Nasional Veteran Jakarta.

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Abstract

This study was conducted to determine whether the service quality affects customer satisfaction and loyalty in the fast food restaurant KFC. Respondents in the study were students active force UPN Veteran Jakarta from 2010 to 2012. Obtained a total sample of 100 students. The analysis technique used is the Path or path analysis and hypothesis testing using a significance to the 5% level of confidence. The results showed that the quality of service and customer satisfaction has a significant impact on customer loyalty, directly or indirectly.

Item Type:	Thesis (Tugas Akhir)
Uncontrolled Keywords:	Service Quality, Customer Satisfaction, and Customer Loyalty
Subjects:	H Social Sciences > H Social Sciences (General) H Social Sciences > HC Economic History and Conditions
Divisions:	Fakultas Ekonomi dan Bisnis > Program Studi Manajemen (S1)
Depositing User:	Muamar Khadafi
Date Deposited:	13 Oct 2022 02:48
Last Modified:	13 Oct 2022 02:48
URI:	http://repository.upnvj.ac.id/id/eprint/21528

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