ANALISIS KUALITAS PELAYANAN DAN PENGARUHNYA TERHADAP LOYALITAS PELANGGAN (Studi Kasus pada PT. Pos Indonesia (Persero) Kantor Pos Lawang)
Abstract: The research aim to
examine the influence of service quality’s variables (i.e. tangibles, reliability, responsiveness, assurance, and
empathy) on customer
loyalty. Multiple linear regression
method, F-test and
t-test were used
to analyze data.
The results proved the tangibles,
reliability, responsiveness, assurance
and empathy variables of service quality were significantly
influenced the customer loyalty at PT. Pos Indonesia (Persero) Kantor
Pos Lawang, both
simultaneously and partially.
Furthermore, the reliability
variable of service quality was identified dominantly influence the customer loyalty.
Keywords: Service quality,
tangibles, reliability, responsiveness, assurance, emphaty, customer loyalty
Penulis: Ernani Hadiyati
Kode Jurnal: jpmanajemendd100238
