The Effect of Service Quality on Loyalty using Satisfaction as an Intervening Variable (Study on Entrepreneurs in Bekasi Bonded Zone)

( Vol-4,Issue-5,May - May 2018 )

Author(s): Jumawan

Total View : 1663
Downloads : 168
Page No: 389-394
DOI: 10.22161/ijaems.4.5.9

Keywords:

Service Quality, Satisfaction, Loyalty.

Abstract:

This research aims to discover and analyse the effect of service quality on loyalty of entrepreneurs in Bonded Zone using entrepreneurs’ satisfaction as the intervening variable. Research population is Bonded Stockpile Entrepreneurs in the Operational Area of Supervision and the Office of Customs and Excise Type Madya A Bekasi, particularly entrepreneurs in Bonded Zone. According to Slovin's formula, the number of respondents is 70. Data analysis is conducted using path analysis. Result of the research indicates that all proposed hypotheses are accepted and proven true.

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