SERVICE INNOVATION AFFECTING OF CUSTOMER LOYALTY TO AA PETSHOP

Abstract

The purposes of this research was to study the service innovation affecting to customer loyalty of AA Petshop. This is the quantitative research. The sample group was 121 customers of AA Petshop. The research instrument used for the data collection was questionnaires. Data were analyzed using multiple regression. The findings revealed that the process, technology and environmental service innovation had a statistically significant effected at .05 level of customer loyalty to The AA Petshop, which described the customer loyalty to The AA Petshop in 64.50 percentage. Also, the innovation of information service was not affected to the customer loyalty of AA Petshop.