This research is conducted due to the presence of business phenomena experienced by Yani Salon regarding to their customers’ complaints. The purpose of this research is to analyze the influence of dimensions of service quality on customer loyalty through customer satisfaction.The research samples are 96 respondents obtained using a purposive sampling method then followed with path analysis.The results show that the physical evidence, reliability, responsiveness, assurance, and empathy have positive and significant influence on customer satisfaction. Physical evidence and assurance do not have significant influence on customer loyalty, while reliability, responsiveness, and empathy have positive and significant influence on customer loyalty.
| Published by | Universitas Semarang |
| Journal Name | Economics and Business Solutions Journal |
| Contact Phone | - |
| Contact Name | saifudin |
| Contact Email | jseb@usm.ac.id |
| Location | Kota semarang, Jawa tengah INDONESIA |
| Website | ebsj| http://journals.usm.ac.id/index.php/ebsj| |
| ISSN | ISSN : 25806084, EISSN : 25808079, DOI : -, |
| Core Subject | Economy, |
| Meta Subject | Economics, Econometrics & Finance, |
| Meta Desc | The Journal is particularly interested in papers relevant to the whole economic and business issues, comprised of three salient disciplines: (1) economics, (2) business administration, and (3) accounting. |
| Penulis | Yani, Tri Endang |
| Publisher Article | Economics Faculty, Semarang University (USM) |
| Subtitle Article | Economics and Business Solutions Journal Vol 1, No 1 (2017): Volume 1, Number 1, 2017 |
| Scholar Google | http://scholar.google.com/scholar?q=%2Bintitle%3A&… |
| View Article | http://journals.usm.ac.id/inde… |
| DOI | https://doi.org/10.26623/ebsj.v1i1.… |
| DOI Number | DOI: 10.26623/ebsj.v1i1.651 |
| Download Article [1] | http://journals.usm.ac.id/index.php/ebsj… |
| Download Article [2] | http://download.garuda.ristekdikti.go.id… |
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