FACTORS THAT AFFECT THE QUALITY AND EFFECT ON CUSTOMER LOYALTY TO THE SATISFACTION intervening variables ( KM SIGINJAI EMPIRICAL STUDY TOUR PACKAGE KARIMUN JAVA DISTRICT JEPARA

Abstract

Nature tourism development as a tourism resource is the greatest in providing opportunities, it can be seen from the classification of the type of object and appeal where nature occupies the highest percentage. In Indonesia, the motivation of tourists visit both foreign and domestic partly is because of natural resources, while the number of objects and tourist attraction for this needs to be improved.In this research there are three variables, namely: the independent variable is the quality of service, customer satisfaction is a mediating variable in this study, the dependent variable is customer loyalty. whereas the method of data analysis using multiple linear regression and hypothesis testing Based on the results of multiple linear regression analysis , it can be seen that the factors of customer satisfaction (reliability , responseveness , assurance , empathy and tangible) partially and simultaneously positive and significant impact on customer satisfaction , where customer satisfaction is also positive and significant impact on customer loyalty . 

Keywords : service quality, customer satisfaction, customer loyalty