PENGARUH KUALITAS LAYANAN TERHADAP LOYALITAS PELANGGAN DENGAN KEPUASAN PELANGGAN SEBAGAI VARIABEL INTERVENING PADA HANA RAMEN KARAWANG
DOI:
https://doi.org/10.36805/manajemen.v6i2.1430Abstract
Penelitian ini bertujuan untuk mengetahui bukti empiris mengenai Pengaruh Kualitas Layanan Terhadap Kepuasan Pelanggan melalui Loyalitas Pelanggan sebagai variable intervening di Hana Ramen Karawang. Penelitian dilakukan dengan menggunakan metode deskriptif dan verifikatif. Pengambilan sampel dilakukan dengan metode insidental sampling dengan jumlah sampel 285 responden dari populasi sebanyak 995 orang. Teknik analisis data yang digunakan adalah teknik Scale Range Analysis dan Path Analysis dengan bantuan Methode Successive Intervals (MSI), program komputer Microsoft Excel 2007 dan SPSS versi 17. Dari analisis data penelitian, diperoleh beberapa kesimpulan sebagai berikut: Kualitas Layanan Hana Ramen Karawang berada pada kriteria baik, Kepuasan Pelanggan Hana Ramen Karawang adalah kriteria Puas, Loyalitas Pelanggan Hana Ramen Karawang saat ini pada kriteria setia.
Kata Kunci : Kulitas Layanan, Kepuasan Pelanggan, Loyalitas Pelanggan.
This study aims to determine empirical evidence regarding the effect of service quality on customer satisfaction through customer loyalty as an intervening variable in Hana Ramen Karawang. The research was conducted using descriptive and verification methods. Sampling was done by incidental sampling method with a sample size of 285 respondents from a population of 995 people. The data analysis technique used is the Scale Range Analysis and Path Analysis techniques with the help of the Successive Intervals (MSI) Method, Microsoft Excel 2007 computer program and SPSS version 17. From the analysis of research data, the following conclusions are obtained: Service Quality Hana Ramen Karawang is at good criteria, customer satisfaction Hana Ramen Karawang is satisfied criteria, customer loyalty Hana Ramen Karawang is currently on the criteria of loyalty.
Keywords: Service Quality, Customer Loyality, Customer Satisfaction.
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