Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pelanggan Dalam Membentuk Loyalitas Pelanggan (Survei Pada Pelanggan Kedai Kober Mie Setan Malang)

This study aimed to analyze and explain the influence of service quality consisting of tangibles, reliability, responsiveness, assurance, empathy on customer satisfaction in establishing customer loyalty. This research uses explanatory research. The sample used in this study as many as 116 customers Kedai Kober Mie Setan Malang. Data retrieval technique using purposive sampling. Methods of data collection using the questionnaire. The data analysis using descriptive analysis and path analysis (path analysis). The results showed that a significant difference between the quality of service consisting of tangibles, reliability, responsiveness, assurance, empathy towards customer satisfaction and customer satisfaction to customer loyalty with a p-value (p <0.05)