PENGARUH PELAYANAN BERKUALITAS TERHADAP KINERJA MINIMARKET DI AIRMADIDI

Abstract

The purpose of the research is to examine the influence of the service quality to consumer’s satisfaction and loyalty at minimarkets in Airmadidi, Minahasa Utara. The result of the research indicates that service quality has influence to both satisfaction and loyalty, and satisfaction too has an effect to loyalty. The result also indicates that consumer satisfaction has more impact on consumer loyalty compared than Service Quality given by the minimarkets in Airmadidi