The Influence Service Quality Product Quality To Customer Satisfaction (A Case Study At Modern Riteil In East Java)

Abstract

The aim of this study is to determinine the influence service quality, product quality to customer satisfaction at modern riteil in East Java, Number of samples in this study there were 120 respondents and at least do some shopping at the store three times. Model analysis of the data using the program SPSS version 20.0, the results of this study stated that the influence of each variable either partially or simultaneously with significant influence toward customer loyalty. Suggestions that expected based on the results of this research that can be used as a reference for further research to develop this research by considering other variables that has not been studied as: (1) pricing and (2) infrastructure