| dc.description.abstract | The objective of this research is to analysis the direct effect of service quality on relationship quality and
customer loyalty, the direct effect of relationship quality on customer loyalty, and indirect effect of
service quality on customer loyalty mediated by relationship quality. This research also aims to build an
empirical model of customer loyalty based on service quality, mediated by relationship quality in the
networked minimarkets in Besuki Raya Region, East Java Province, Indonesia. This is a confirmatory
research and also explanatory research with population consists of customers of the networked
minimarkets located in 5 areas in Besuki Raya. Region, i.e., Banyuwangi, Jember, Bondowoso,
Situbondo, Lumajang. This research used purposive sampling method by distributing questionnaires to
respondents. The total of 140 respondents used as the sample. The results show that the improvement
of service quality directly increases relationship quality, the improvement of relationship quality directly
increases customer loyalty, and that relationship quality has a significant and important influence in
mediating the effect of service quality on customer loyalty. However, this research proves that the
improvement of service quality has no direct effect on increasing customer loyalty | en_US |
