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

  • Dwi Okta Setiyandari Universitas Sarjanawiyata Tamansiswa

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.

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Published
2018-12-21
How to Cite
SETIYANDARI, Dwi Okta. PENGARUH OUTCOME QUALITY, INTERACTION QUALITY, PEER-TO-PEER QUALITY TERHADAP CUSTOMER LOYALTY MELALUI CUSTOMMER STATISFACTION DI PUSAT KECANTIKAN “NAAVAGREEN COLOMBO”. JURNAL EKOBIS DEWANTARA, [S.l.], v. 1, n. 8, p. 159-168, dec. 2018. ISSN 2656-4149. Available at: <https://jurnalfe.ustjogja.ac.id/index.php/ekobis/article/view/556>. Date accessed: 29 mar. 2020.