PENGARUH HARAPAN PELANGGAN, KUALITAS YANG DIRASAKAN DAN KEPUASAN TERHADAP LOYALITAS PADA KUNJUNGAN REKREASI CIPUTRA WATERPARK DI SURABAYA

Influence of Customer Expectations, Perceived Quality and Satisfaction with The Loyalty In Recreation Visits Ciputra Waterpark in Surabaya This study examine how the influence of customer expectations, perceived quality and satisfaction with the loyalty In recreation visits Ciputra Waterpark in Surabaya. Region that is in use research area of surabaya with Ciputra waterpark as products service are researched and took a respondents 200 people. The results of this study is expected to assist in finding a relationship among the variabel used and expected to be useful for further research using this study as a reference or for the company in question. Research shows that customer loyalty is the final destination Ciputra Waterpark service providers. The purpose of this research was to determine the effect of customer expectations, perceived quality, satisfaction and loyalty. The design of this study using convinience sampling. The data collected using a questionnaire. The method analysis used in this research is maximum Likehood test using AMOS program version 18.0. The results showed that just three hypothesis was accepted , the first is the customer's expectations have a significant impact on perceived quality, perceived quality of a significant impact on satisfaction and the last is the customer satisfaction has a significant influence on loyalty Ciputra Waterpark. Keywords : Customer Expectations, Perceived Quality, Customer satisfaction, Customer loyalt