Pengaruh kualitas layanan terhadap kepuasan pelanggan dan loyalitas pelanggan

Studi pada Perpustakaan Institut Pertanian Bogor

Abstract

The purpose of study was to determine the effect of Service Quality on Customer Satisfaction and Customer Loyalty. This research was carried out in Bogor Agriculture University Library (IPB) in 2018. Respondents in this study were IPB library visitors who have more than one time, The number of respondents in this study set 262 respondents by using sampling technique called purposive sampling. Technical analysis used in this study using Structural Equation Modeling (SEM) analysis with the help of LISREL 8.80 program. The results of this study indicate that: There is a direct positive effect Direct Service Quality directly affects the Satisfaction. There is a direct positive Influence Satisfaction on Loyalty. There is a direct positive effect of Quality of Service on Loyalty. There is an indirect positive influence Quality of Service affect Loyalty.

Keywords: service quality, customer satisfaction, customer loyalty, library, structural equation modeling (SEM), lisrel 8.80