Open AccessPENGARUH DIMENSI KUALITAS LAYANAN TERHADAP CUSTOMER DELIGHT MELALUI CUSTOMER SATISFACTION
Author(s) -
Husni Indrawati Wijaya Putri
Publication year - 2019
Publication title -
bisma
Language(s) - English
Resource type - Journals
eISSN - 2623-0879
pISSN - 1978-3108
DOI - 10.19184/bisma.v13i2.8884
Subject(s) - customer satisfaction , empathy , service quality , reliability (semiconductor) , business , path analysis (statistics) , customer delight , marketing , sample (material) , psychology , customer retention , service (business) , social psychology , mathematics , statistics , power (physics) , physics , chemistry , chromatography , quantum mechanics
The objective of this research is to analyze the influence of service quality dimensions which consist of tangibles; reliability; responsiveness; assurance; and empathy on customer delight through customer satisfaction. The research sample was the students of the Faculty of Economics and Business, Study Program of Management, University of Wijaya Kusuma Surabaya batch of 2016/2017 that consisted of 90 respondents. The data analysis technique used was path analysis. The results showed that the dimensions of service quality, i.e., tangibles, reliability, responsiveness, assurance, and empathy affect customer delight as mediated by customer satisfaction.