Efan Elpanso, - and Bochari Rahman, - and Gagan Ganjar Resmi, - (2014) Comparative Analysis of Effect of Employee Attitude and Service Quality Against the Customer Loyalty Customer Satifaction Variable in Moderation (Case study in two mini market in the city of Palembang). In: International Conference on Information Technology and Business Aplication (ICIBA) 2014.
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Abstract
Abstract. Formulation of the problem is to know is there any influence employee attitudes and sevice quality to provide customer satisfaction in order to create customer loyalty in the mini market Alfamart Plaju and Indomaret KM 8. The purpose of the study was to determine the effect of Employee Attitudes toward Customer Satifaction, Employee Attitudes Influence on Customer Loyalty, Influence of Service Quality Customer Satifaction, Service Quality of Influence Customer Loyalty, Employee Attitudes and the Effect on Quality of Service Customer Loyalty, Customer Satifaction Influence on Customer Loyalty in Alfamart Plaju an Indomaret KM 8. Subject were 25 customers Alfamart Plaju and 25 customers Indomaret km 8. Result of simple linier regression known service quality is still not good and lead to customer loyalty is not maximal. The result of multiple linier regression on the known quality of service Alfamart not effect customer loyalty, quality of service on Indomaret km 8 can not provide customer satisfaction and create maximum customer loyalty. Keyword: Employee Attitudes, Service Quality, Customer Satisfaction, Customer Loyalty
| Item Type: | Conference or Workshop Item (Paper) |
|---|---|
| Subjects: | H Social Sciences > HB Economic Theory H Social Sciences > HC Economic History and Conditions |
| Divisions: | Faculty of Law, Arts and Social Sciences > School of Management |
| Depositing User: | Mr Efan Elpanso |
| Date Deposited: | 12 Aug 2016 00:54 |
| Last Modified: | 12 Aug 2016 00:54 |
| URI: | http://eprints.binadarma.ac.id/id/eprint/2971 |
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