Explanatory Study : The Impact of Five Dimensions of Service Quality on Customer Loyalty Through Customer Satisfaction Ranch Market Galaxy Mall in Surabaya

Hartanto, Jeffry Libratha (2016) Explanatory Study : The Impact of Five Dimensions of Service Quality on Customer Loyalty Through Customer Satisfaction Ranch Market Galaxy Mall in Surabaya. [Undergraduate thesis]

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Official URL: http://digilib.ubaya.ac.id/pustaka.php/242217

Abstract

This research is conducted to identify influence of five dimensions of service quality (empathy, responsiveness, assurancw, tangibility, and reliability) through the customer satisfaction on customer loyalty of Ranch Market Galaxy Mall in Surabaya. This study also aims to know that quality especially service is important to the supermarket’ future. This is a quantitative and causal type research. Data obtained is processed using Structural Equation Modelling (SEM), with LISREL as the software. Sample characteristics uses in this study are the customers who shop in the Ranch Market Galaxy Mall in Surabaya. Primary data is obtained from questionnaires that are distributed to 170 respondents. The result indicated that all of the dimensions of the service quality significantly influence the customer satisfaction and reach the customer loyalty for the next. Service Quality (SERVQUAL0 has significantly effect to the customer satisfaction. Customer satisfaction has significantly impaact to the customer loyalty (WOM and repurchase intention).

Item Type: Undergraduate thesis
Uncontrolled Keywords: service quality, customer satisfaction
Subjects: H Social Sciences > HF Commerce > HF5601 Accounting
Divisions: Academic Department > Department of MKU
Depositing User: Masyhur 196042
Date Deposited: 23 Jun 2016 07:44
Last Modified: 23 Jun 2016 07:44
URI: http://repository.ubaya.ac.id/id/eprint/28039

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