Analisis Komparatif Harga, Kualitas Pelayanan dan Loyalitas Pelanggan Jasa Fotocopy “Airlangga Mas” Dan “Guten” Di Surabaya

Abstract

The purpose of this study was to determine the differences in price, service quality and customer loyalty at the Airlangga Mas and Guten business units, in Surabaya. To find out the difference in prices for Airlangga Mas and Guten business units, in Surabaya, to find out the difference in service quality at Airlangga Mas and Guten business units, in Surabaya, and to find out differences in customer loyalty to Airlangga Mas and Guten business units, in Surabaya. This type of research uses comparative research using a quantitative approach. The number of samples used as many as 100 respondents consisting of 50 respondents Airlangga Mas and 50 respondents Guten. The results showed that the price variable as a result of the analysis had a price difference between the Airlangga Mas and Guten business units, in Surabaya. Then for the quality of service from the results obtained, it can be explained that there are differences in the quality of service in the Airlangga Mas and Guten business units, in Surabaya. Meanwhile, the customer loyalty variable shows that there are differences in customer loyalty in the Airlangga Mas and Guten business units, in Surabaya.