Pengaruh Kualitas Pelayanan terhadap Loyalitas Pelanggan di Texas Fried Chicken di Bandung Indah Plaza Bandung

Slooten, Marco Sebastian Van (0652042) (2010) Pengaruh Kualitas Pelayanan terhadap Loyalitas Pelanggan di Texas Fried Chicken di Bandung Indah Plaza Bandung. Undergraduate thesis, Universitas Kristen Maranatha.

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Abstract

Service quality means how big is the different between reality and customer’s hope about the service they get. Service quality will bring influences to the customer’s loyalty. The company try to improve the service quality which is making equal the service quality and what the customer’s hope about the service. I made research to know what the customer’s idea about the service quality and how big its influences to the customer’s loyalty. I used Texas Fried Chicken in Bandung Indah Plaza Bandung as the object research. I used the descriptive analysis method. In order to get the datas, I distributed lists of questions to the respondents. I used the method SPSS 16.00 version in order to know how big the influences of the service quality to the customer’s loyalty. The result shows that the service quality has big influences to the customer’s loyalty about 89,1% and the rest about 10,9% under the influences of other factor. From the output SPSS regression analysis I got sig is 0,00. 0.00 is smaller than 0.05, therefore H0 is refused and H1 is received. This means service quality has significant influences to the customer’s loyalty.

Item Type: Thesis (Undergraduate)
Uncontrolled Keywords: service quality, customer loyalty
Subjects: H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management
Divisions: Faculty of Economics > 52 Management Department
Depositing User: Perpustakaan Maranatha
Date Deposited: 31 Jul 2015 06:18
Last Modified: 19 Jan 2016 05:32
URI: http://repository.maranatha.edu/id/eprint/14242

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