Service Quality Influences Toward Consumer Satisfaction and Consumer Loyalty in UM Trading Business (UD. UM) in Central Celebes

Abstract

This research aims to examine service quality that influences toward consumer satisfaction of UD. UM in Central Celebes and to examine consumer satisfaction and service quality that influences toward consumer loyalty of UD. UM in Central Celebes. This research uses Partial Least Square (PLS) method. In this research, the population used consists of UD. UM consumers in Central Celebes who purchase during period of January 2014 to May 2015 as 72 consumers by using sample-taking technique of non probability sampling. The analysis technique chosen for analyzing data and examining hypothesis in this research is The Structural Equation Model (SEM) by software of Partial Least Square (PLS). This research results show that (1) Service Quality influences toward Consumer Satisfaction of UD. UM in Central Celebes by value of T-Statistic as 10.68 >1.65; (2) Consumer Satisfaction influences toward Consumer Loyalty of UD. UM in Central Celebes by value of T-Statistic as 8.4145>1.65; (3) Service Quality influences toward Consumer Loyalty of UD. UM in Central Celebes by value of T-Statistic as 3.942>1.65.