PENGARUH KUALITAS LAYANAN DAN PENANGANAN KELUHAN TERHADAP LOYALITAS PELANGGAN ASRI MEDICAL CENTER YOGYAKARTA
PRAKOSO, FANDY RAHADIAN
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This study aims to determine The effect of service quality and complaint handling toward costumer loyalty at Asri Medical Center Yogyakarta. This research was conducted in D.I. Yogyakarta. The sampling method used in this study is nonprobability sampling, and nonprobability sampling used was purposive sampling. The number of samples in this study as many as 106 people. Data were collected using a questionnaire. The data in this study using multiple linear regression with SPSS. The results of this study prove simultaniously that service quality and complain handling has positive influence to costumer loyalty. Partially that service quality and complain handling has positive influence to costumer loyalty.