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The Effect of Service Quality and Customer Satisfaction on Customer Loyalty of Small Scale Indonesian

Palit, Herri Christian and Kristanti, Monika and Aysia, Debora Anne Yang and PRISKILA, APFIA (2016) The Effect of Service Quality and Customer Satisfaction on Customer Loyalty of Small Scale Indonesian. In: 4th International Conference on Disciplines in Humanities and Social Sciences (DHSS-2016) , 04-10-2016 - 04-10-2016, Bali - Indonesia.

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    Abstract

    This research aims to improve the customer loyalty of small scale Indonesian food enterprises (SIFE) in Surabaya from service quality and customer satisfaction perspectives. The respondents of this research came from 50 small scale Indonesian food enterprises in Surabaya. There are two methods to analyze the data, factor analysis and structural equation model analysis using GeSCA. The results shows that service quality influences significantly to customer satisfaction. Service quality also has a significant effect to customer loyalty. Customer satisfaction influences significantly to customer loyalty and acts as a perfect mediator variable that connects between service quality and customer loyalty of SIFE.

    Item Type: Conference or Workshop Item (Paper)
    Uncontrolled Keywords: service quality, customer satisfaction, customer loyalty, factor analysis, GeSCA
    Subjects: H Social Sciences
    Divisions: Faculty of Industrial Technology > Industrial Engineering Department
    Depositing User: Admin
    Date Deposited: 10 Jan 2017 15:54
    Last Modified: 04 Feb 2017 00:06
    URI: http://repository.petra.ac.id/id/eprint/17492

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