THE INFLUENCE OF SERVICE QUALITY AND CUSTOMER SATISFACTION ON CUSTOMER LOYALTY SI CEPAT EKSPRES IN DKI JAKARTA

Fiqih Indrawan, Rendhie Andrian, Subandi Subandi, Indriyati Indriyati

Abstract


this study aims to analyze the influence of service quality and customer satisfaction on customer loyalty. The method used for this research is descriptive analysis method with quantitative approach and using multiple linear regression. The data taken from this study is questionnaire data filled by users of the delivery company SiCepat Ekspres, in this study there were 100 respondents. This research method uses Stasticial package for the social sciences (SPSS). according to the study, we can conclude that the service quality and costumer satisfaction have a significant influence on costumer loyalty

Keywords


service quality, customer satisfaction, customer loyalty

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References


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DOI: https://doi.org/10.25292/atlr.v4i0.437

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