| dc.description.abstract | Todays, the tight competition in various business sectors such as the services
sector can not be avoided anymore. service sector in order to retain customers in
order to obtain satisfaction and high loyalty, required a strategy that can be
implemented by the company. One important strategy is to provide excellent
service quality and promotion. Competition in the business world requires a place
of tourist attractions or entertainment in the city of Surabaya to be able to read
opportunities that exist. One of them is kenjeran park, the place where the
Surabaya Drag Race makes an event every weekend.
This study aims to determine how the influence of Service Quality and
Customer Loyalty to Customer Satisfaction. The expected benefits of this research
is to increase the repertoire of science in the field of management, especially how
much influence the Quality of Service and Customer Loyalty so as to improve
Customer Satisfaction in Surabaya Drag Race Community.
This research is a causal research. The research method used is quantitative
method with data processing using AMOS. The data was collected by distributing
questionnaires to 100 respondents with the characteristics of male and female
respondents aged 18-60 years, following the Surabaya Drag Race event at least 3
times in 1 year.
The results showed that Quality of Service with a significant level of 0.000
significant effect on Customer Satisfaction; Quality of Service with a significant
level of 0.000 also means that the variable also has a significant effect on
Customer Loyalty. While Customer Satisfaction with a significant level of 0.003
affects Customer Loyalty significantly | en_US |
