PENGARUH DUKUNGAN TOP MANAJEMEN, BUDAYA LAYANAN, DAN ORIENTASI PELAYANAN DALAM KUALITAS LAYANAN TERHADAP KEPUASAN PELANGGAN DAN LOYALITAS PELANGGAN
<span><em>The purpose of this paper is to examine whether there is a relationship between variable </em><span><em>stop management support, service culture and service orientation. Where is the service </em><span><em>culture is antecedent of service orientation. This case, was also examined the relationship </em><span><em>between service orientation, service quality, customer satisfaction and customer loyalty in </em><span><em>starbucks coffee cibubur square, cibubur junction, bogor rest area, botani square, and </em><span><em>university of indonesia. In this study, data were collected through surveys and structural </em><span><em>equation modeling is used for data analysis. The number of samples as many as 100</em><br /><span><em>employees and 100 customers starbucks coffee that is divided in cibubur square, cibubur </em><span><em>junction, bogor rest area, botani square, and university of indonesia and 100 customers of </em><span><em>Starbucks Coffee. Factor analysis with SPSS and structural equation model with AMOS </em><span><em>program used to test the hypothesis.The results of this study indicate that the support of </em><span><em>top management, the service culture was positively related to service orientation and service </em><span><em>quality. However, the service quality to customer satisfaction found a negative relationship.</em><br /><span><em>Then between customer satisfaction and customer loyalty is strong and positively related </em><span><em>to each other.</em><br /><span><strong><em>Keywords : </em></strong><span><em><strong>Services, Organizational culture, Service quality, Satisfaction, Loyalt</strong>y.</em></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span><br /></span></span>