The Influence Of Service Quality Toward Customers Satisfaction In Order To Create Customer Loyalty In SPBU Pasti Pas (SPBU Pasti Pas Adisucipto, Lempuyangan And Babarsari Yogyakarta)

Abstract

Wibowo, Nugraha Ngesti (2011) “The Influence of Service Quality toward Customer Satisfaction in order to create Customer Loyalty in SPBU PASTI PAS”: Management Department, International Program Faculty of Economics, Universitas Islam Indonesia. The main purpose of conducting this research is to analyze the influence of service quality toward customer satisfaction in order to create the loyalty from customer in the SPBU PASTI PAS Adisucipto Yogyakarta, SPBU PASTI PAS Lempuyangan Yogyakarta and SPBU PASTI PAS Babarsari Yogyakarta. The method that use in this research is an empirical study with a study case and is in the form of quantitative and qualitative research. This research was done with variables, consist of service quality, customer satisfaction and customer loyalty. This research will use Structural Equation Model (SEM) as the statistical tool to analyze collected data. It is used to determine the correlation between service quality and customer satisfaction that influences customer loyalty. This study data were analyze using structural equation model (SEM) is processed by using AMOS 5.0 and 6.0. As the findings, this research discovers that There are positive and significant influences between service quality to consumer loyalty, There are positive and significant influence between service quality to customer satisfaction, There are positive and significant effect between service quality and customer satisfaction on consumer loyalty in SPBU PASTI PAS Adisucipto Yogyakarta, SPBU PASTI PAS Babarsari Yogyakarta, and SPBU PASTI PAS Lempuyangan Yogyakarta. Keyword: service quality, customer satisfaction, customer loyalty