PENGARUH KUALITAS PELAYANAN TERHADAP LOYALITAS DENGAN KEPUASAN SEBAGAI VARIABEL INTERVENING PADA PELANGGAN RAMAYANA DEPARTMENT STORE MALL DINOYO CITY MALANG

Abstract

ABSTRACT
Target of this research is to know and analyse influence quality of service
to loyalty. To know and analyse influence quality of service to satisfaction. To
know and analyse influence satisfaction to loyalty. To know and analyse influence
quality of service to loyalty through satisfaction as variable of intervening.
This study type is survey. This research done in customer Ramayana
Department Store Mall Dinoyo City Malang. Population in this research is all
customer which have bought in Ramayana Department Store Mall Dinoyo
Malang in February 2017 counted 1348 customer. research sampel amount to 93
responder with sampling technique purposive sampling.
Result of research show there are direct influence is quality service to
loyalty customer Ramayana Department Store Mall Dinoyo Malang. There are
direct influence is quality of service to satisfaction of customer Ramayana
Department Store Mall Dinoyo Malang. There are direct influence satisfaction to
loyalty customer Ramayana Department Store Mall Dinoyo Malang. Quality of
service have an effect to loyalitas through satisfaction as variable of intervening.
Keywords: Quality Service, Loyaly, Satisfaction