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THE EFFECT OF SERVICES PERFORMANCE TO CUSTOMER LOYALTY (Studies in Daihatsu Car Repair at Bandar Lampung)

Aida , Sari (2015) THE EFFECT OF SERVICES PERFORMANCE TO CUSTOMER LOYALTY (Studies in Daihatsu Car Repair at Bandar Lampung). In: SEMINAR NASIONAL & CALL FOR PAPER APMMI 2015. Program Magister Manajemen Fakultas Ekonomi dan Bisnis Universitas Sam Ratulangi Manado, pp. 131-138. ISBN 978-602-73622-0-8

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Abstract

This study aims to determine the effect of service performance on customer loyalty Daihatsu car workshop in Bandar Lampung. Sampel this study is the customer who uses the service workshop Daihatsu. Partial Least Squareused with software Wrap PLS 3.0 was used to analyze the data. The analysis showed that the service performance significantly influence satisfaction and satisfaction further significant effect on loyalty. Penelitian ini bertujuan untuk mengetahui pengaruh kinerja pelayanan terhadap loyalitas pelanggan bengkel mobil Daihatsu di Bandar Lampung. Sampel penelitian ini adalah para pelanggan yang menggunakan layanan bengkel Daihatsu. Partial Least Squareused dengan software Wrap PLS 3.0 digunakan untuk menganalisis data. Hasil analisis menunjukkan bahwa kinerja pelayanan secara signifikan mempengaruhi kepuasan dan kepuasan berpengaruh signifikan lebih lanjut terhadap loyalitas.

Item Type: Book Section
Subjects: H Social Sciences > H Social Sciences (General)
Divisions: Fakultas Ekonomi > Manajemen
Depositing User: Mr. Benhard W. Tampangela, ST
Date Deposited: 15 Jan 2016 11:55
Last Modified: 15 Jan 2016 11:55
URI: http://repo.unsrat.ac.id/id/eprint/1028

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