| dc.description.abstract | Fashion Trend is increasingly modern nowadays as services business like
saloon is growing very rapidly. Present day, the saloon is not only needed by
women but also men. It is shown by the numbers of saloons that cater specifically
for men like Salon For Men "Next" in Medan. Saloon is a provider of services that
need to identify their quality service in order to maintain customers so as to create
customer loyalty.
The purpose of this research was to analyze whether the quality of service
which consists of Tangibles, Reliability, Responsiveness, Assurance, and
Empathy significantly affect customer loyalty of Salon For Men "Next" in Medan
either partially or simultaneously.
This research was conducted through associative research method using
quantitative approach. The populations in this study are all the customers of Salon
For Men "Next" Medan. The sampling technique was conducted by purposive
sampling method through Slovin formula so that the samples were 105
respondents. Primary data were collected by distributing questionnaires to the
customers of Salon For men "Next" while secondary data obtained from the study
of the documentation which is owned by Salon For Men "Next" Medan. Data
were processed using SPSS version 17. The analysis method used in this research
is multiple linear regression analysis.
Based on the results of simultaneous hypothesis test (test F) was known
that the dimensions of service quality of Next Salon for Men Medan i.e.
Tangibles, Reliability, Responsiveness, Assurance and Empathy together have a
significant and positive impact on customer loyalty due to the service of Next
Salon for Men Jl. Dr. Mansyur Medan. Meanwhile, results test (t) indicates that
Tangibles, Reliability and Responsiveness have positive and significant impact on
customer loyalty while Assurance and Empathy have no positive effect and no
significant effect on customer loyalty Salon For Men "Next" Jl. Dr. Mansyur
Medan. The coefficient of determination R Square was 0.412 which means that
Tangibles, Reliability, Responsiveness, Assurance and Empathy affect Customer
Loyalty by 41.2% and the remaining 58.8% is influenced by other factors. | en_US |
