Model Struktural Service Quality terhadap Relationship Quality dan Loyalitas Pelanggan Bengkel Yamaha di Kota Jember

Abstract

This study aims to examine the effect of (1) service quality on relationship quality, (2) service quality to customer loyalty, and (3) relationship quality on customer loyalty. Analysis technique using structural equation modeling analysis (SEM) with AMOS 18. The design of this study are included in the confirmatory research and research as well as explanatory. This sampling technique research using systematic random sampling with the number of respondents of 150 respondents. Results showed that: (1) service quality significant effect on relationship quality, (2) service quality are not significant influence on customer loyalty, but have a significant effect indirectly through the relationship quality, and (3) relationship quality significantly influence customer loyalty