Pengaruh Harga, Fasilitas dan Kualitas Pelayanan terhadap Loyalitas Pelanggan dengan Kepuasan Pelanggan sebagai Variabel Intervening pada London Beauty Center (LBC) Sidoarjo

Abstract

This study describes the price, facilities, and service quality provided by the London Beauty Center Beauty Clinic to its customers so that customer satisfaction arises and causes customers to become loyal to the products provided by the beauty clinic. This research activity aims to determine the effect of price, facilities, and service quality on customer loyalty through the intervention variable, namely customer satisfaction. The number of samples is 100 respondents. The data analysis technique used is path analysis with the help of the SPSS 25.0 program. Sobel test results show that there is an influence between brand image on customer loyalty with buyer satisfaction which is the intervening variable, price on customer loyalty which is the intervening variable, and the quality of customer satisfaction through buyer satisfaction which is the intervening variable. That's because the value of t count exceeds t table.

Keywords: Price, Facilities, Service Quality, Customer Satisfaction, Customer Loyalty