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Analisis Pengaruh Kualitas Pelayanan dan Kerelasian Pemasaran terhadap Loyalitas Pelanggan Melalui Kepercayaan Pelanggan di Ratna Dewi Skin Care Clinic Metropolitan Mall Bekasi

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Companies engaged in services should be able to maintain a good reputation in the eyes of its customers. Good service quality and quality will tend to provide more satisfaction and trust to customers who use services in the company. Regardless of the quality of service, marketing relation, trust and customer satisfaction then do not expect the company can continue to maintain image in the eyes of customers. This research is aimed to analyze the influence of service quality and trust to customer satisfaction and to analyze the influence of customer satisfaction to customer loyalty.

This study uses multiple linear regression analysis and simple regression with SPSS program. The population used is customers who have used facial skin care services at Ratna Dwi Skin Care Metropolitan Mall Bekasi. While the sample used as many as 100 people with sample selection techniques using accidental sampling

The results showed that there is a positive and significant influence between service quality, marketing kerelasian to customer loyalty, There is a positive and significant influence between trust on customer satisfaction. There is a positive and significant influence between satisfaction, marketing relevance to customer loyalty.

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Detail Information

Series Title

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Call Number

TSS AP 2017

Publisher

Jakarta : Institut STIAMI., 2017

Collation

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Language

Indonesia

ISBN/ISSN

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Classification

NONE

Content Type

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Media Type

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Carrier Type

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Edition

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Subject(s)

Service Quality
Marketing Relation
Customer Loyalty
Customer Trust

Specific Detail Info

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Statement of Responsibility

Dr. Hartono, SE., M.M.

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