Pengaruh Kualitas Layanan terhadap Kepuasan dan Loyalitas Pelanggan Sakinah Supermarket Keputih Surabaya

The research was aimed to examine empirically The Effect Of Service Quality On Customer Satisfaction And Loyalty Sakinah Supermarket Keputih Surabaya. The analysis is used an independent variable of service quality, while the dependent variable is customer satisfaction and loyalty. The sample of this research are customers of Sakinah Supermarket Keputih Surabaya. This research was used non probability sampling technique. Collecting data was conduct by a quetionaire distributed directly to 100 respondents. To test hypotheses, this research was using Smart PLS. The result of this research showed that service quality has a positive and significant effect on customer satisfaction and loyalty, and customer satisfaction has a positive and significant effect on customer loyalty. Key words : Service Quality, Customer Satisfaction and Loyalty