ANALISIS LOYALITAS PELANGGAN DENGAN KEPUASAN SEBAGAI VARIABEL INTERVENING PADA JASA PERAWATAN KECANTIKAN KULIT “NATASHA SKIN CARE” SIDOARJO

Abstract

This study is titled Analysis of Customer Loyalty with satisfaction as intervening variable in Beauty Services Skin "Natasha Skin Care" Sidoarjo will explain how much influence the variable quality of service responsiveness, reliability, assurance, empathy, physical evidence and have a role in creating customer satisfaction . But overall, customer satisfaction variables have a role in creating customer loyalty. The method is a method of analysis used Path Analysis and using AMOS analysis. Based on the research results can be concluded that not all service quality variables proved significant. Effect on customer satisfaction, there are two variables are not significant is the variable responsiveness and variable physical evidence. Influence on loyalty, not all variables proved significant service quality. Influence on customer loyalty, there are two variables are not significant variables reliability and variable assurance.