This research aims to determinate the effect of service performance on
customer loyalty as well as the effect of service performance and satisfaction as a
moderating variable on customer loyalty. Method used in sampling is done by
accidental sampling, the results of this study have a total of samples 104 (94,55%)
of customer caps on Purwokerto and Dukuhwaluh while the analytical method
used is the regression model.
Based on the results of the analysis conducted in this study, indicate that
the service performance in a significant effect on customer loyalty as well as the
effect of service performance and satisfaction as a moderating variable on
customer loyalty. This is indicated by a significant value for 0000 is less than 0.05
and t values of 1.8946 and t table count of 1.651 so that the first hypothesis is
accepted. While the second hypothesis indicated by the significant value of 0.427
is more than 0.05 and the value t tables of 1.7823 and 7.815 t count was rejected.