Analysis of the Company Image and Service Quality through Customer Satisfaction to Customer Loyalty(A Field Research in PT. Nusantara Water Centre)
Journal Title: Scholars Bulletin - Year 2017, Vol 3, Issue 3
Abstract
Abstract:This study aimed to analyze the influence of company image and service quality on customer loyalty through customer satisfaction in the environment laboratory PT. Nusantara Water Centre Jakarta. Data research conducted on selected customers during the period from April 2016 to November 2016. The study design is descriptive, where the method of sampling is done by purposive sampling (sample representative of the population). From the number of customers per month around 400 customers, the number of respondents that were sampled set by 161 respondents Method of quantitative analysis using confirmatory factor analysis by using SEM tools Lisrel software version 8.71. The results showed the company image has a positive significant effect on customer satisfaction, service quality has a significant positive effect on customer satisfaction, company image has a significant positive effect on customer loyalty, and service quality has a significant positive effect on customer loyalty and satisfaction significant positive effect on customer loyalty. Quality of care is the most dominant variable toward service loyalty. Keywords: laboratory environments, company image, service quality, customer satisfaction, customer loyalty.
Authors and Affiliations
Meidiarta Bhinawan, Hapzi Ali
Keywords
Related Articles
- EP ID EP382153
- DOI -
- Views 124
- Downloads 0
The Main Controlling Factors of Hydrocarbon Accumulation in Present
Abstract:In this paper, the current methods of reservoir exploration and theoretical point of view, based on core dates, logging, logging and seismic data, analyzed the structure characteristics and sedimentary system. T...
Comparison of the Effects of Sheen Graft Surgical Technique and a New Tip Plasty Technique on Nasal Tip Changes: A Randomized Clinical Trial
Abstract: Management of the nasal tip is the most challenging step in rhinoplasty. Control over nasal tip projection is essential. A variety of techniques can be used to improve the position of nasal tip. The aim of the...
Effects of IBA Treatment and Root Thickness on Some Rooting Parameters in Root Cuttings of Rosa damasceneMill
Abstract:In this study, the effects of IBA doses (0, 500 and 1500 ppm) and root thickness of the R. damascena Mill cuttings on rooting rates, root counts, root lengths and shoot numbers were investigated. The results sh...
Effect of recruitment and selection on gender equity in the ministry of agriculture, livestock and fisheries in Kirinyaga County, Kenya
Abstract: Equality between men and women is a fundamental right and a common policy of many governments in the world today. Gender mainstreaming is the process whereby gender concerns are raised routinely within everyday...
Is Proximal Femur Plate A Versatile Implant in Pertrochantric Fractures?
Abstract: Various extramedullary and intramedullary implants are being used for the management of pertrochantric fractures. In this article we are going to see whether proximal femur plate is a versatile implant in the m...