PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN DAN DAMPAKNYA PADA LOYALITAS PELANGGAN (Studi Kasus Pada Kelompok Jamaah Umroh Saida Tour & Travel di Jakarta)

ABSTRACT Ulfatun Nurjanah, 2018; Influence of Service Quality on Customer Satisfaction and Its Impact on Customer Loyalty (Case Study At Jamaah Saida Travel in Jakarta). Thesis, Jakarta: Economics Education Program, Department of Economics and Administration, Faculty of Economics, State University of Jakarta. Counseling Team: Agus Wibowo, M.Pd & Suparno, S.Pd, M.Pd The purpose of this study are: 1) empirically test the influence of service quality to customer satisfaction, 2) empirically test the effect of customer satisfaction on customer loyalty, 3) empirically test the influence of service quality to customer loyalty, 4) empirically test the influence of service quality to customer loyalty through customer satisfaction. The object of this study is the Umrah pilgrims who have used the services of umrah from saida travel at least 2 times as many as 143 pilgrims. The sample used was 130 respondents according to criteria or suggestion in SEM analysis. The analysis method uses Structural Equation Modeling (SEM) with SPSS and AMOS tools. The results of hypothesis testing showed: 1) quality of service influence on customer satisfaction by 81%. 2) customer satisfaction influence to customer loyalty equal to 37,9%. 3) the quality of service affects the loyalty of the customers by 16.7%. 4) quality of service influence to customer loyalty through customer satisfaction equal to 30,7%. Keywords: Service Quality, Customer Satisfaction and Customer Loyalt