Authors:

Daniel Pereira, I Gusti Ketut Giantari, I Putu Gede Sukaatmadja

Abstract:

“Service quality is an attitude and behavior of people in providing services according to the needs, desires and expectations of consumers being served. A better service quality able to increase satisfaction and customer loyalty. This study aims to analyze the influence of service quality towards customer satisfaction and loyalty. This research was conducted in Cooperative of Dadirah, using 64 members of cooperative as a sample. Data were collected by conducting interviews and questionnaires. Subsequently collected data were analyzed using descriptive analysis and Partial Least Square. The results of this study shows that service quality which is given by cooperativa of Dadirah have positive and significant effect towards customer satisfaction and loyalty, but the satisfaction is found not significant positive effect on customer loyalty. The implications of this study indicate that the service quality plays an important role in creating customer satisfaction and customer loyalty.”

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PDF:

https://jurnal.harianregional.com/eeb/full-15164

Published

2016-04-14

How To Cite

PEREIRA, Daniel; GIANTARI, I Gusti Ketut; SUKAATMADJA, I Putu Gede. PENGARUH SERVICE QUALITY TERHADAP SATISFACTION DAN CUSTOMER LOYALTY KOPERASI DADIRAH DI DILI TIMOR-LESTE.E-Jurnal Ekonomi dan Bisnis Universitas Udayana, [S.l.], apr. 2016. ISSN 2337-3067. Available at: https://ojs.unud.ac.id/index.php/EEB/article/view/15164. Date accessed: 28 Aug. 2025.

Citation Format

ABNT, APA, BibTeX, CBE, EndNote - EndNote format (Macintosh & Windows), MLA, ProCite - RIS format (Macintosh & Windows), RefWorks, Reference Manager - RIS format (Windows only), Turabian

Issue

VOLUME.05.NO.03.TAHUN 2016

Section

Articles

Creative Commons License This work is licensed under a Creative Commons Attribution 4.0 International License