PENGARUH KUALITAS LAYANAN DAN KEPUASAN EMOSIONAL TERHADAP KUALITAS HUBUNGAN DAN LOYALITAS PELANGGAN KFC DI SURABAYA

Tiya Gita Pawitra, Soni Harsono

Abstract


Some factors are deemed to be important for research in relation to customer loyalty. These factors are service quality, emotional satisfaction, relationship quality. The purpose of this study is to analyze the influence of service quality, emotional satisfaction, relationship quality on customer loyalty Kentucky Fried Chicken (KFC) in Surabaya. The sample taken consists of KFC Jalan Ahmad Yani Surabaya customers. Analysis tool used is the Structural Equation Modeling (SEM). The results showed that there is a significant and positive effect of service quality of emotional satisfaction, emotional satisfaction a positive significant effect on customer loyalty. Beside, emotional satisfaction has positive and significant effect on the quality of relationships.

Keywords


Service Quality;Emotional Satisfaction;Relationship Quality;Customer Loyalty

Full Text:

PDF


DOI: http://dx.doi.org/10.14414/jbb.v3i1.251

Refbacks

  • There are currently no refbacks.


Copyright (c)



Abstracting & Indexing

 



Hasil gambar untuk ccby logo

Copyright @ 2011 Pusat Penelitian dan Pengabdian Masyarakat Sekolah Tinggi Ilmu Ekonomi (PPPM STIE)