PENGARUH PERCEIVED SERVICE QUALITY TERHADAP CUSTOMER LOYALTY DENGAN CUSTOMER SATISFACTION SEBAGAI VARIABLE INTERVENING DI HOTEL KARTIKA GRAHA MALANG

The purpose of this research is to determine the effect of the Perceived Service Quality, Customer Satisfaction and Customer Loyalty with a case study Kartika Graha Hotel Malang. This type of research is conclusive causal. The samples of this research are consumers or guest (family,friends) who have stayed minimum one night and in the period from November 2016 until April 2017, which amounts 100 questionnaires. This study uses analysis techniques Structural Equation Modeling (SEM). The result of this study indicates that all of variable are affect positively and customer satisfaction as intervening variable has positively impact to Perceived Service Quality and Customer Loyalty