Elpanso, Efan and Rachman, Bochari and Gagan Ganjar Resmi, - (2014) Comparative Analysis of Effect of Employee Attitude and Service Quality Against the Customer Loyalty Customer Satisfaction Variable in Moderation (Case study in two mini market in the city of Palembang). In: The 3th International Conference Information Technology and Business Applications (ICIBA), 20-21 Februari 2014, Universitas Bina Darma Palembang.
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Abstract
Formulation of the problem is to know is there any influence employee attitudes and service quality to provide customer satisfaction in order to create customer loyalty in the mini market and Indomaret Alfamart Plaju KM 8. The purpose of the study was to determine the effect of Employee Attitudes towards Customer Satisfaction, Employee Attitudes Influence on Customer Loyalty, Influence Of Service Quality Customer Satisfaction, Service Quality Of Influence Customer Loyalty, Employee Attitudes and the Effects of Service Quality on Customer Satisfaction, Employee Attitudes and Effect on Quality of Service Customer Loyalty, Customer Satisfaction Influence on Customer Loyalty in Alfamart Plaju and Indomaret KM 8. Subjects were 25 men and 25 customers alfamart Plaju the customer Indomaret KM 8. Results of simple linear regression known service quality is still not good and lead to customer loyalty is not maximal. The results of multiple linear regression on the known quality of service alfamart not affect customer loyalty, quality of service on Indomaret km 8 can not provide customer satisfaction and create maximum customer loyalty. The results of the correlation coefficient states if the attitude of employees , service quality, customer satisfaction and customer loyalty are intimately connected to each other. T-test known Plaju alfamart service quality and Indomaret km 8 no significant effect on customer satisfaction and customer loyalty. F-test unknown employee attitudes and service quality simultaneously affect customer satisfaction and customer loyalty. Known differences in employee attitudes test Indomaret 8 miles better, quality of service alfamart Plaju better, alfamart higher customer satisfaction ,and customer loyalty Indomaret 8 km higher . Keywords: Employee Attitudes , Service Quality , Customer Satisfaction , Customer Loyalty
| Item Type: | Conference or Workshop Item (Paper) |
|---|---|
| Uncontrolled Keywords: | Employee Attitudes , Service Quality , Customer Satisfaction , Customer Loyalty |
| Subjects: | H Social Sciences > HB Economic Theory |
| Divisions: | Faculty of Law, Arts and Social Sciences > School of Management |
| Depositing User: | Mr Efan Elpanso |
| Date Deposited: | 29 Jul 2016 04:24 |
| Last Modified: | 29 Jul 2016 04:24 |
| URI: | http://eprints.binadarma.ac.id/id/eprint/2932 |
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