PENGARUH LOKASI DAN KUALITAS PELAYANAN TERHADAP LOYALITAS PELANGGAN BENGKEL KENDAL SERVIS SEPEDA MOTOR HONDA DENGAN KEPUASAN SEBAGAI VARIABEL INTERVENING

Abstract

This study aims to determine the effect of location and service quality on customer loyalty
workshop kendal honda motorcycle service with satisfaction as an intervening variable. The
sample in this study amounted to one hundred respondents. The sampling technique is
purposive sampling. Data analysis method used is multiple linear regression analysis, simple
regression analysis and multilevel regression analysis.
The results of this study found that the location and quality of services significantly influence
customer loyalty, location and quality of services significantly influence customer
satisfaction, customer satisfaction have a significant effect on customer loyalty and customer
satisfaction meintervening relationship between the location and quality of service with
customer loyalty Kendal Service Stations Motorcycles Honda. Suggested to workshop service
Kendal Honda motorcycles in order to improve service quality and expand its parking
location.
Keywords: location, quality of service, customer loyalty, customer satisfaction