THE SIGNIFICANCE OF SERVICE QUALITY ON CUSTOMER LOYALTY WITH CORPORATE IMAGE AND CUSTOMER SATISFACTION AS MEDIATORS
نویسندگان
چکیده
This study seeks to reveal the effect of service quality on customer loyalty mediated by corporate image and satisfaction at restaurant X in Surabaya. Data were collected using a questionnaire for each variable, 150 subjects with characteristics minimum age 19 years, education senior high school. analyzed SEM method help SPSS AMOS 21 software. The results showed that has an influence satisfaction, through image, which turn affect loyalty. Corporate mediator is fully functional because there no direct relationship between satisfaction. shows consumers feel satisfied not directly caused quality, but good form positive then make satisfied, ultimately affecting
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ژورنال
عنوان ژورنال: Manajemen dan Bisnis
سال: 2021
ISSN: ['1412-3789', '2477-1783']
DOI: https://doi.org/10.24123/jmb.v20i2.541