Analysis of The Effect of Quality Service and Marketing Relation on Customer Loyalty Through Customer Satisfaction at Ratna Dewi Skin Care Clinic Metropolitan Mall Bekasi

Abstract

Companies engaged in services should be able to maintain a goodreputation in the eyes of its customers. Good quality service and qualitywill tend to provide more satisfaction and trust to customers who useservices at the company. Regardless of quality service, marketing relation,trust and customer satisfaction then do not expect the company cancontinue to maintain image in the eyes of customers. This research isaimed to analyze the influence of quality service and trust to customersatisfaction and to analyze the influence of customer satisfaction tocustomer loyalty.This study uses multiple linear regression analysis and simple regressionwith SPSS program. The population used is customers who have usedfacial skin care services at Ratna Dwi Skin Care Metropolitan MallBekasi. While the sample used as many as 100 people with sampleselection techniques using accidental sampling.The results show that there are positive and significant influence betweenquality service, marketing relation to customer loyalty, There are positiveand significant influence between trust on customer satisfaction. There arepositive and significant influence between satisfaction and marketingrelationship to customer loyalty.