PENGARUH KUALITAS PELAYANAN, KEPUASAN PELANGGAN, DAN CUSTOMER VALUE TERHADAP LOYALITAS PELANGGAN (STUDI PADA CV. ANGELLY TRAVEL PADANG-DHARMASRAYA)

Abstract

Abstract
The purpose of this research to determine the effect of service quality, customer satisfaction, and customer value on customer loyalty. The sample of this research is hundred respondents. The sampling technique is purposive sampling. Data analysis method used multiple linear regression analysis. The results of this study found that the quality of service significantly influence customer loyalty, customer satisfaction significant effect on customer loyalty and customer value significantly influence customer loyalty. Suggested to CV. Travel Angelly order to improve service quality, customer satisfaction, and customer value, so as to establish better customer loyalty.
Keywords: service quality, customer satisfaction, customer value, customer loyalty