The Influence Of Service Quality Toward Customers”™ Loyalty With Customers”™ Satisfaction As Intervening Variable At PT. Arindo Jaya Mandiri

Abstract

This research is aimed to find out: (1) The influence of service quality toward customers”™ loyalty at PT. Arindo Jaya Mandiri, (2) The influence of service quality toward customers”™ satisfaction at PT. Arindo Jaya Mandiri, (3) The influence of customers”™ satisfaction toward customers”™ loyalty at PT. Arindo Jaya Mandiri, (4) The influence of service quality toward customers”™ loyalty with customers”™ satisfaction as intervening variable at PT. Arindo Jaya Mandiri. This research used a quantitative approach. The population of this research was the customers”™ of PT. Arindo Jaya Mandiri with   purposive sampling the amount of 49 respondents. The result of this research was showed that: (1) service quality has positive significant influence toward customers”™ loyalty which proven by the value of significance level 0,025<0,05; (2) service quality has positive significant influence toward customers”™ satisfaction which proven by the value of significance level 0,000<0,05; (3) customers”™ satisfaction has positive significant toward customers”™ loyalty which proven by the value of significance level 0,004<0,05; (4) service quality has positive insignificant influence toward customers”™ loyalty with customers”™ satisfaction as intervening variable which proven by intervening coefficients value of 0,206   was less than direct influence coefficients value of 0,264