Analysis of the Company Image and Service Quality through Customer Satisfaction to Customer Loyalty(A Field Research in PT. Nusantara Water Centre)
Journal Title: Scholars Bulletin - Year 2017, Vol 3, Issue 3
Abstract
Abstract:This study aimed to analyze the influence of company image and service quality on customer loyalty through customer satisfaction in the environment laboratory PT. Nusantara Water Centre Jakarta. Data research conducted on selected customers during the period from April 2016 to November 2016. The study design is descriptive, where the method of sampling is done by purposive sampling (sample representative of the population). From the number of customers per month around 400 customers, the number of respondents that were sampled set by 161 respondents Method of quantitative analysis using confirmatory factor analysis by using SEM tools Lisrel software version 8.71. The results showed the company image has a positive significant effect on customer satisfaction, service quality has a significant positive effect on customer satisfaction, company image has a significant positive effect on customer loyalty, and service quality has a significant positive effect on customer loyalty and satisfaction significant positive effect on customer loyalty. Quality of care is the most dominant variable toward service loyalty. Keywords: laboratory environments, company image, service quality, customer satisfaction, customer loyalty.
Authors and Affiliations
Meidiarta Bhinawan, Hapzi Ali
Keywords
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