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All Journal Dinasti International Journal of Management Science
Tin Agustina Karnawati
Institute of Technology and Business of Asia Malang, Malang, Indonesia
Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Industrial & Manufacturing Engineering Other

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Journal : Dinasti International Journal of Management Science

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The Impact of Service Quality on Customer Loyalty Through Customer Satisfaction of PT Multicom Persada International Jakarta Indra Sani; Tin Agustina Karnawati; Widi Dewi Ruspitasari
Dinasti International Journal of Management Science Vol. 5 No. 3 (2024): Dinasti International Journal of Management Science (January-February 2024)
Publisher : Dinasti Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31933/dijms.v5i3.2202

Abstract

In today's competitive business environment, firms are continuously seeking for methods to acquire a competitive advantage and assure long-term success by using proven techniques, such as concentrating on establishing client loyalty. Companies that develop great customer loyalty can not only boost client retention but also generate growth and profitability. The purpose of this investigation was to investigate and examine 1) the impact of service quality on customer satisfaction, 2) the impacts of customer satisfaction on customer loyalty, 3) the impact of service quality on customer loyalty, and 4) the effect of service quality on loyalty through customer satisfaction. This study employed a descriptive research design using quantitative methodologies. The study includes 80 respondents chosen at random from clients of PT Multicom Persada Internasional Jakarta and other cities in Indonesia. As a consequence, with a score of 0.293, customer satisfaction was determined to have a positive influence on customer loyalty. Furthermore, with a score of 0.690, service quality was found to have a positive influence on customer satisfaction. Service quality has a positive impact on customer loyalty of 0.261, and service quality influences customer loyalty through customer satisfaction, yielding a value of 0.203
Co-Authors Indra Sani Widi Dewi Ruspitasari