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Maria, S., Permadi Hakim, Y., & Caisar Darma, D. (2020). Perceptions of Service Quality and Corporate Image Against Satisfaction and Customer Loyalty. KnE Social Sciences, 4(3), 9–25. https://doi.org/10.18502/kss.v4i3.6371

https://doi.org/10.18502/kss.v4i3.6371

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authors

  • Siti Maria

    Siti Maria

    Management Program, Faculty of Economic and Bussines, Mulawarman University, Samarinda, Indonesia
  • Yundi Permadi Hakim

    Yundi Permadi Hakim

    Management Program, High College of Economics Science, Samarinda, Indonesia
  • Dio Caisar Darma

    Dio Caisar Darma

    Management Program, High College of Economics Science, Samarinda, Indonesia

Published Date

  • Feb 6, 2020

Perceptions of Service Quality and Corporate Image Against Satisfaction and Customer Loyalty

KnE Social Sciences / The 6th International Conference on Entrepreneurship (ICOEN) 2019 / Pages 9–25

Abstract

The purpose of the study looked at the influence: (1) Perceptions of service quality and corporate image directly on customer satisfaction; (2) Perceptions of service quality, corporate image, and satisfaction directly on customer loyalty; (3) Perceptions service quality and corporate image indirectly on loyalty through customer satisfaction at Travel Prima. The type of research data used comes from the primary (interview questionnaire to the respondent) and secondary (scientific books, articles, or internet). The data is processed quantitatively by path statistical analysis method using SPSS version 23.0. The conclusion of the analysis results can be drawn is: (1) Perceptions of service quality and corporate image directly have a significant positive effect against customer satisfaction; (2) Perceptions of service quality, corporate image, and satisfaction directly have a significant positive effect against customer loyalty; (3) Perceptions of service quality and corporate image indirectly have a significant positive effect against loyalty through customer satisfaction at Travel Prima (Samarinda City).


Keywords: perceptions of service quality; corporate image; satisfaction; customer loyalty

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