PENGARUH OUTCOME QUALITY, INTERACTION QUALITY, PEER-TO-PEER QUALITY TERHADAP CUSTOMER LOYALTY MELALUI CUSTOMMER STATISFACTION DI PUSAT KECANTIKAN “NAAVAGREEN COLOMBO”

Abstract

The purpose of this study was to examine the effect of Outcome Quality, Interaction Quality, Peer-To-Peer Quality on Customer Loyalty through Customer Statisfaction at Naavagreen Beauty Center.

               Its population is Naavagreen yogyakarta customer who do maintenance less than 3 month. The sample used 100 students. Analytical techniques using multiple analysis techniques supported by t test and Coefficient Determination test with the help of SPSS program for windows 16.0.

            The results showed that Outcome Quality has a positive and significant influence on Customer Statisfaction. Interaction Quality has a positive and significant influence on Customer Statisaction. Peer-To-Peer Quality has a positive and significant influence on Customer Statisfaction. Customer Statisfaction has a positive and significant influence on Customer Loyalty. Outcome Quality has a positive and significant influence on Customer Loyalty. Interaction Quality has a positive and significant influence on Customer Loyalty. Peer-To-Peer Quality has a positive and significant influence on Customer Loyalty.