ANALISIS PENGARUH OUTCOME QUALITY, INTERACTION QUALITY, PEER-TO-PEER QUALITY TERHADAP KEPUASAN DAN LOYALITAS PELANGGAN LARISSA AESTHETIC CENTER JL. C SIMANJUNTAK

Abstract

Penelitian ini mengambil judul “Pengaruh Outcome Quality, Interaction Quality, Dan Peer-To-Peer Quality Terhadap Kepuasan Dan Loyalitas Pelanggan Larissa Aesthetic Center Jl. C Simanjuntak”. Tujuan dalam penelitian ini adalah untuk menetapkan adanya pengaruh outcome quality, interaction quality, dan peer-to-peer quality terhadap kepuasan dan loyalitas pelanggan Larissa Aesthetic Center Jl. C Simanjuntak . Populasi dalam penelitian ini adalah wanita yang menjadi mayoritas pelanggan Larissa Aesthetic Center Jl. C Simanjuntak. Analisis data dalam penelitian ini menggunakan Structural Equation Modeling (SEM) dengan 200 sampel. Hasil penelitian ini yaitu yang pertama, outcome quality, interaction quality dan peer to peer quality berpengaruh positif terhadap kepuasan pelanggan Larissa Aesthetic Center Jl. C Simanjuntak. Kedua, interaction quality dan outcome quality berpengaruh positif secara langsung terhadap loyalitas pelanggan Larissa Aesthetic Center Jl. C Simanjuntak. Ketiga, kepuasan pelanggan berpengaruh positif terhadap loyalitas pelanggan Larissa Aesthetic Center Jl. C Simanjuntak.

This research takes the title "The Influence of Outcome Quality, Interaction Quality, And Peer-To-Peer Quality Against Customer Satisfaction And Loyalty Larissa Aesthetic Center Jl. C Simanjuntak ". The purpose of this research is to determine the effect of outcome quality, interaction quality, and peer-to-peer quality on customer satisfaction and loyalty Larissa Aesthetic Center Jl. C Simanjuntak. The population in this study were women who become the majority of customers Larissa Aesthetic Center Jl. C Simanjuntak. Data analysis in this study using Structural Equation Modeling (SEM) with 200 samples. The results of this study is the first, outcome quality, interaction quality and peer to peer quality positively affect customer satisfaction Larissa Aesthetic Center Jl. C Simanjuntak. Second, interaction quality and outcome quality have a direct positive effect on customer loyalty Larissa Aesthetic Center Jl. C Simanjuntak. Third, customer satisfaction positively affects customer loyalty Larissa Aesthetic Center Jl. C Simanjuntak