| dc.description.abstract | Wibowo, Nugraha Ngesti (2011) “The Influence of Service Quality toward Customer
Satisfaction in order to create Customer Loyalty in SPBU PASTI PAS”: Management
Department, International Program Faculty of Economics, Universitas Islam
Indonesia.
The main purpose of conducting this research is to analyze the influence of service
quality toward customer satisfaction in order to create the loyalty from customer in
the SPBU PASTI PAS Adisucipto Yogyakarta, SPBU PASTI PAS Lempuyangan
Yogyakarta and SPBU PASTI PAS Babarsari Yogyakarta.
The method that use in this research is an empirical study with a study case and is in
the form of quantitative and qualitative research. This research was done with
variables, consist of service quality, customer satisfaction and customer loyalty. This
research will use Structural Equation Model (SEM) as the statistical tool to analyze
collected data. It is used to determine the correlation between service quality and
customer satisfaction that influences customer loyalty. This study data were analyze
using structural equation model (SEM) is processed by using AMOS 5.0 and 6.0.
As the findings, this research discovers that There are positive and significant
influences between service quality to consumer loyalty, There are positive and
significant influence between service quality to customer satisfaction, There are
positive and significant effect between service quality and customer satisfaction on
consumer loyalty in SPBU PASTI PAS Adisucipto Yogyakarta, SPBU PASTI PAS
Babarsari Yogyakarta, and SPBU PASTI PAS Lempuyangan Yogyakarta.
Keyword: service quality, customer satisfaction, customer loyalty | en_US |
