PENGARUH KUALITAS LAYANAN, HARGA DAN AKSESIBILITAS TERHADAP LOYALITAS PELANGGAN MELALUI KEPUASAN PELANGGAN

Suryawan Andi    Sulistyadi; Hening Widi  Oetomo

Suryawan Andi Sulistyadi
Hening Widi Oetomo

Keywords: Service Quality, Price, Accessibility, Customer Loyalty, Customer Satisfaction

Abstract

This research is meant to find out how far the influence of service quality, price, and accessibility to the customer
loyalty through customer satisfaction on PT. Mitra Pinashtika Mulia Surabaya. Mean while, the population is
the customer of PT. Mitra Pinasthika Mulia Surabaya. The sample collection technique has been done by using
purposive sampling and 120 respondents have been selected as samples. The analysis technique has been done by
using path analysis method. The result of the analysis and the discussion in this research has proven that the
influence of service quality to the customer satisfaction is significant this research received support in the
direction of a positive influence, the influence of price to the customer satisfaction is proven to be significant, the
influence of accessibility to the customer satisfaction is proven to be significant this research received support in
the direction of a positive influence, the influence of service quality to the customer loyalty is proven to be
significant this research received support in the direction of a positive influence, the influence of price to the
customer loyalty is proven to be significant this research received support in the direction of a positive influence,
and the influence of accessibility to the customer loyalty is proven to be significant this research received support
in the direction of a positive influence.

Keywords:Service Quality, Price, Accessibility, Customer Loyalty, Customer Satisfaction