Pengaruh Kepuasan dan Sarana Fisik Terhadap Loyalitas Pelanggan

(Studi Pada Konsumen Toko Basmalah Kota Malang)

Abstract

The purpose of this study was to analyze whether the variables of satisfaction and physical facilities affect customer loyalty at the Basmalah store in Malang. This study uses associative quantitative methods with Structural Equation Model (SEM) analysis techniques with the help of SmartPLS 4.0 software. The sampling technique used in this research is Accidental Sampling which is part of non-probability sampling. The research data used primary data in the form of questionnaires which were distributed in places with a total sample of 96. The results showed that satisfaction and physical facilities had a positive and significant influence on customer loyalty.