The data of this research from the 300 questionaires distributed, 275 were returned. This research was conducted in Surabaya with research objects of three service industrie. This research use Moderator Regression Analysis (MRA) technique.
Thus, the aims of the research is to test the influence of service performance in establishing customer loyalty, and to test the influence of interaction of service performance and customer satisfaction in establishing the customer loyalty with customer satisfaction as a moderating variable between service performance and customer loyalty. The researcher is highly interested in many different opinions among same experts about the influence of service performance and customer satisfaction in establishing customer loyalty.
Service performance, customer satisfaction, customer loyalty. Faculty of Economic, Petra Christian University
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