Analisis Pengaruh Kualitas Pelayanan Terhadap Kepuasan Dan Loyalitas Konsumen Di Cop-Mart Ponpes Al-Munawwir Krapyak Bantul

Abstract

Empirical research is intended to identify and explain the analysis of the effect of service quality on customer satisfaction and loyalty in ponpes Cop-Mart Al-Munawwir Krapyak Bantul. The population in this study were mostly students ponpes Al-Munawwir who bought at Cop-Mart. Used as a sample of 125 respondents. The sampling technique in this research is convenience sampling. Variables used in this research is the quality of service, satisfaction, and loyalty. Analysis of the data in this study using computer software SPSS 17.00. The results of data analysis showed that there is a positive and significant effect partially on an analysis of the effect of service quality on customer satisfaction and loyalty in ponpes Cop-Mart Al-Munawwir Krapyak Bantul.