Bisnis & Birokrasi Journal, Vol 17, No 2 (2010)

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meatloaf recipe

nasi goreng

resep masakan

resep kue

kereta api

berita bola



Pengaruh Kualitas Layanan terhadap Kepuasan Pelanggan dalam Membentuk Loyalitas Pelanggan

Dwi Aryani, Febrina Rosinta


The aim of the research is to analyze how the service quality can affect customer’s satisfaction
in shaping costumer’s loyalty. The research is quantitative and uses non-probability purposive sampling
technique. The instrument of the research uses questionnaires which were analyzed with Structural Equation
Modeling. The result of the research shows that the five dimensions, i.e. physical evidence, empathy, reliability,
quickness, and guaranty positively affect the service quality. The other results show that customer’s satisfaction
is a preceding factor of customer’s loyalty. The direct effect of service quality on customer’s loyalty does not
sustain the research, since the researcher did not find any significant direct relation between service quality
and customer’s loyalty.

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Jurnal Ilmu Administrasi dan Organisasi Bisnis & Birokrasi
Print ISSN: 0854-3844
Online ISSN: 2355-7826