Pengaruh Kualitas Layanan, Emosional Pelanggan, dan Kemudahan terhadap Loyalitas Melalui Kepuasan Pelanggan

Abstract: This study aims to analyze and discuss the effects ofservice quality, emotional, and ease on loyalty with satisfaction as theintervening variable in Happy Puppy Karaoke Family. The type of thisresearch is quantitative. The sampling technique that used waspurposive sampling and sample of 220 respondents with criteria usera service Happy Puppy Family karaoke at least 2 times and aged 21to 55 years. The analysis technique is using path analysis by Amos20.0 software. Results showed that a significant effects beetwenservice quality, emotional, and ease on costumer satisfaction HappyPuppy Karaoke Family Surabaya, and significant effects betweenservice quality, emotional, ease, and customer satisfaction oncustomer loyalty Happy Puppy Karaoke Family Surabaya.Keywords : service quality, emotional, ease, custumer loyalty, and custumer satisfaction