Pengaruh Kualitas Pelayanan dan Citra Merek Terhadap Loyalitas Pelanggan (Studi Kasus Pada CV Healthy Sweet Nukita Food Bandung)
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Date
12/18/2018Author
Annaiszara, Balqis
Listianti, Yulia
Hamali, Arif Yusuf
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This research was conducted at CV Healthy Sweet Nukita Food Bandung, aimed to know the effect of service quality and brand image to customer loyalty, and also to analyze the effect of service quality and brand image to customer loyalty at CV Healthy Sweet Nukita Food Bandung. Respondents of this research are 60 selected using proportionate stratified random sampling technique. The method used is descriptive and associative, which tests the correlation of independent and dependent variables using path analysis, and also done to determine the accuracy of measurement using the validity and reliability test. The result of partial test showed that service quality and brand image partially affect customer loyalty. The result of path analysis for simultaneous test showed that service quality and brand image have a significant effect to customer loyalty at CV Healthy Sweet Nukita Food Bandung simultaneously. Based on the interpretation of path equation, the result showed that the hypothesis is proved: there is an influence of service quality and brand image to customer loyalty at CV Healthy Sweet Nukita Food Bandung, either partially or simultaneously.