Pengaruh Kualitas Pelayanan Dan Manajemen Proyek Terhadap Kepuasan Dan Loyalitas Pelanggan Dalam Industri Konstruksi

Abstract

This research is based on the influence of service quality and project management in construction industry. Service quality and managed project management are parts on increasing statisfication and generating loyal customer. The research method using questionnaires method, respondents as many as 243 people as population and withdrawn as many as 151 samples. Instrument testing using validity and reliability test which result is valid and reliable, while research data is analyzed using correlation technique, linear regression linear equation. The result of the research found a positive influence between service quality variabels and project management with customer statisfication and loyality. This research has limited location and object, where the research is only done in one area only. Other limitations, is the author just focus on construction company. Further research is suggested to add other variables and locations.