PENINGKATAN KUALITAS PELAYANAN, FASILITAS DAN HARGA UNTUK KEPUASAN PELANGGAN AGAR TERCIPTA LOYALITAS PELANGGAN (Studi Pada Pelanggan Gedung Serbaguna DPPPKAD Kabupaten Semarang)

Arka Arviantama, Leonardo Budi Hasiholan, Edward Gagah Purwana, Darsin Darsin

Abstract


Increasing competition in the business of rental of the multipurpose building at the moment, requires managers to always consider the needs and desires of customers and trying to meet consumer expectations by providing facility services and rental prices were good so as to create customer satisfaction and loyalty. The purpose of this research to analyze the impact of service quality, facilities and rental prices to customer satisfaction and customer loyalty Multipurpose Building DPPPKAD Semarang District. The population in this study are all customers Multipurpose Building DPPPKAD Semarang regency in 2016 with as many as 289 customers. Samples taken a number of 74 people. Statistical analysis was conducted on the multiple linear regression and hypothesis testing.
Keywords: amenities, Customer Loyalty, Customer Satisfaction, Rental Rates, Quality of service


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