Bibliographic Details
| Title: |
Service Quality and Customer Loyalty at Grapari. |
| Authors: |
Arhas, Sitti Hardiyanti, Suprianto, Suprianto, Darwis, Muhammad, Saleh, Sirajuddin, Jamaluddin, Jamaluddin, Nasrullah, Muh. |
| Source: |
KnE Social Sciences; 3/15/2022, p734-740, 7p |
| Subject Terms: |
QUALITY of service, CUSTOMER services, CUSTOMER satisfaction, CUSTOMER loyalty, MUNICIPAL services, CELL phones, ACQUISITION of data |
| Abstract: |
Services reach almost all aspects of human life, ranging from government services to private services such as trade, transportation services and communication services using mobile phones. The purpose of this study was to analyze the factors that affect customer satisfaction and customer loyalty. The data collection method used was a questionnaire, which was analyzed using SPSS-Amos. The results showed that service productivity affected consumer loyalty either directly or indirectly. Responsiveness only had a direct effect on customer loyalty. Accountability had an indirect effect on customer loyalty through customer satisfaction. Also, service attitude had a positive and significant effect on customer loyalty either directly or through service quality. The novelty of this study lies in the dimensions used in measuring the variables in service providers. [ABSTRACT FROM AUTHOR] |
|
Copyright of KnE Social Sciences is the property of Knowledge E DMCC and its content may not be copied or emailed to multiple sites or posted to a listserv without the copyright holder's express written permission. However, users may print, download, or email articles for individual use. This abstract may be abridged. No warranty is given about the accuracy of the copy. Users should refer to the original published version of the material for the full abstract. (Copyright applies to all Abstracts.) |
| Database: |
Complementary Index |
