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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.

Journal Name Economics and Business Solutions Journal
Published by Universitas Semarang
Contact Email jseb@usm.ac.id
Contact Phone-
Contact Name saifudin
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 DescThe 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.
PenulisYani, Tri Endang
Subtitle Article Economics and Business Solutions Journal Vol 1, No 1 (2017): Volume 1, Number 1, 2017
Publisher ArticleEconomics Faculty, Semarang University (USM)
View Articlehttp://journals.usm.ac.id/inde…
Scholar Googlehttp://scholar.google.com/scholar?q=%2Bintitle%3A&…
DOIhttps://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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