PENGARUH KUALITAS PELAYANAN, CITRA DAN KEPUASAN PELANGGAN TERHADAP LOYALITAS PELANGGAN

Abstract

This research is meant to find out the simultaneous influence of service quality, image and customer
satisfaction to the customer loyalty at UD. Setia Electric Sidoarjo. The population of this research is
all customers at UD. Setia Electric Sidoarjo. This research uses associative research; and the amounts
of samples are 100 respondents. The sample technique has been done by using non random sampling
which is not every person in the population is given the same opportunity as the member of sample.
The data of research has been obtained from the questionnaires that have been issued to the
respondents. The data analysis has been done by using multiple linear regressions analysis. The result
of the analysis shows that simultaneously the variables i.e. service quality, image, and customer
satisfaction has significant influence to the customer loyalty at UD. Setia Electric Sidoarjo. The result
of t test analysis shows that partially the variables i.e. service quality, image, and customer
satisfaction has significant and positive influence to the customer loyalty at UD. Setia Electric
Sidoarjo. It shows that these 4 (four) hypotheses of the research have been proven.

Keywords: service quality, image, customer satisfaction, customer loyalty.