PENGARUH KUALITAS LAYANAN TERHADAP KEPUASAN PELANGGAN DAN LOYALITAS PELANGGAN (Studi Pada Pelanggan Sepatu Bersih Malang)

This study was conducted to determine the effect of service quality on customer loyalty through director customer satisfaction not directly on Sepatu Bersih Malang. Sampling using the method accidentally purposive sampling as many as 150 respondents who are customers of Clean Shoes Malang. Theme thodofdat analysis use dismediation regression analysis using SPSS21.00 for Windows Software. The result of the calculation of the scale range in general service quality on Sepatu Bersih Malang is including dine it her category. Customer Satisfaction and customer loyalty Sepatu Bersih Malang are categorized a satisfied and loyal. The results showed that service quality had the positive and significant effect on customer satisfaction and indirect influence of service quality on customer loyalty through customer satisfaction mediation is greater than the direct impact of service quality on customer loyalty