The Effect of Service Quality and Consumer Satisfaction on Customer Loyalty

Abdul Hakim; Ami Nurhayati; Nyoman Sukmawati

doi:10.37641/jimkes.v12i6.3221

Authors

Abdul Hakim Master of Management, Sekolah Tinggi Ilmu Ekonomi Enam Enam Kendari, Indonesia
Ami Nurhayati Master of Management, Sekolah Tinggi Ilmu Ekonomi Enam Enam Kendari, Indonesia
Nyoman Sukmawati Master of Management, Sekolah Tinggi Ilmu Ekonomi Enam Enam Kendari, Indonesia

DOI:

https://doi.org/10.37641/jimkes.v12i6.3221

Keywords:

Service Quality, Customer Satisfaction, Customer Loyalty, Marketing Management

Abstract

The research aims to find out whether service quality and customer satisfaction simultaneously or partially have a significant effect on customer loyalty at PT Inti Cakrawala Citra. The type of research used is a quantitative approach. Data was collected using questionnaires, interviews and observation methods. The data analysis technique used was the multiple linear regression test using SPSS Version 26 tools. The sample in this study was 73 respondents. The results of this research show that the variables of service quality and customer satisfaction simultaneously have a significant effect on customer loyalty at PT Inti Cakrawala Citra. The service quality variable partially has a significant effect on customer loyalty at PT Inti Cakrawala Citra. The consumer satisfaction variable partially has a significant effect on customer loyalty at PT Inti Cakrawala Citra.

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