PENGARUH PROGRAM CENTRO FRIENDS TERHADAP LOYALITAS PELANGGAN CENTRO LIFESTYLE DEPARTMENT STORE YOGYAKARTA

• Main Authors: , Andri Octora Putranto, , Bayu Sutikno, MSM., Ph.D.
• Format: Theses and Dissertations NonPeerReviewed
• Published: [Yogyakarta] : Universitas Gadjah Mada 2013
• Subjects: ETD
• Online Access: https://repository.ugm.ac.id/125532/; http://etd.ugm.ac.id/index.php?mod=penelitian_detail&sub=PenelitianDetail&act=view&typ=html&buku_id=65701
• Institution: Universitas Gadjah Mada

This research aims to analyze and test the influence of Centro Friends service program quality on the consumer satisfaction, analyze and test the influence of Centro Friends service program quality on the consumer loyalty, analyze and test the influence of consumer satisfaction on the consumer loyalty. The research method applied in this study is a survey method. Sampling technique in this study is non-probability sampling with utilizes purposive sampling technique. The respondents for this research were 300 respondents. The quantitative analysis used in this research is SEM Analysis based on statistical analysis using AMOS 6.0 program, the causality hypothesis test from each of the research variables results are the correlation between LPSqual and satisfaction is 0.438, the correlation between LPSqual and loyalty is 0.238 and the correlation between satisfaction and consumer loyalty is 0.363 this means that all hypothesis are supported. Correlation analysis results are the correlation between LPSqual and satisfaction is 0.368, the correlation between LPSqual and loyalty is 0.375 and the correlation between satisfaction and consumer loyalty is 0.368. The results shown that There are positive and significant correlation between Loyalty Quality Service Program and consumer satisfaction, between Loyalty Quality Service Program and consumer loyalty and between Consumer satisfaction and consumer loyalty.