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Sidjabat, Sonya
Institut Transportasi Dan Logistik Trisakti
Arts Humanities Civil Engineering, Building, Construction & Architecture Computer Science & IT Decision Sciences, Operations Research & Management Earth & Planetary Sciences Economics, Econometrics & Finance Education Environmental Science Industrial & Manufacturing Engineering Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Mathematics Social Sciences Transportation Other

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Journal : JOURNAL SCIENTIFIC OF MANDALIKA (JSM)

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Pengaruh Kualitas Pelayanan dan Kepuasan Pelanggan Terhadap Loyalitas Pelanggan Pada Unit Delivery Service PT PAM Lyonnaise Jaya Cabang Kebon Jeruk, Jakarta Barat Periode Juli – Desember Tahun 2022 Damanik, Krisman; Sidjabat, Sonya
Journal Scientific of Mandalika (JSM) e-ISSN 2745-5955 | p-ISSN 2809-0543 Vol. 6 No. 4 (2025)
Publisher : Institut Penelitian dan Pengembangan Mandalika Indonesia (IP2MI)

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.36312/10.36312/vol6iss4pp1016-1024

Abstract

This study examines the impact of service quality and level of consumer satisfaction on customer loyalty at PT PAM Lyonnaise Jaya, which operates as a clean water provider for West Jakarta. The researcher applied a descriptive methodology with multiple regression analysis techniques, where the main data collection was carried out by distributing questionnaires to 60 respondents. The results of the analysis revealed that there was a positive influence of the service quality variable on consumer loyalty with a value of 0.126, while the customer satisfaction variable showed a more significant impact with a value of 0.167. When these two variables were tested simultaneously, it was found that they contributed 64.4% to the formation of customer loyalty, while the other 36% was influenced by variables outside the research. Based on these findings, it can be concluded that improving aspects of service quality and customer satisfaction has a real impact in building consumer loyalty. Thus, it is recommended that company management pay special attention to the development of these two aspects as a strategy to maintain and increase customer loyalty
Co-Authors Abdullah Ade Suryobuwono Abi Prasidi Adelia Dwi Valentin Ahmad Ahmad Andriya Risdwiyanto Aswadi, Dana Aswanti Setyawati Basuki, Carola Damanik, Krisman Dewi Untari Didin Sjarifudin, Didin Dita Rachmawati Djunaedi Djunaedi Edhie Budi Setiawan, Edhie Budi Edi Abdurachman Erni Pratiwi Perwitasari Fadillah, Ine Fahmi Kamal, Fahmi Fauzi Jaya Sakti, Reza Hanata, Reza Yonatan Haniva Mulyani Haribowo, Rio Hartiwi Prabowo, Hartiwi Haryanto, Anung Hauzan, Muhamad Ananda Ariq HERY PURNOMO Ibrahim, Mozart Malik Indra Rustiawan Indriyati Indriyati Iristian, Jovi Jaya Sakti, Reza Fauzi Josua Panatap Soehaditama Kamsariaty Kamsariaty Kamsariaty, Kamsariaty Lis Lesmini Mochammad Subagio Mohammad Azharie Hamdany Mustafa, Fahrina Mustika Sari Nazifah Husainah Nunung Ayu Sofiati (Efi) Nurhidayati, Ninin Osman Arofat, Osman Parandy, La Mema PARDEDE, RUDI JOHANNES TARNAMA Patrick Ivan Prasidi, Abi Purba, Okin Purwoko, Harry Riesna Apramilda Riyanti, Apriani Roy Setiawan Rustiawan, Indra Safira Febriyanti Samodra, Vegalyra Novantini Saptaria, Lina Setiadi, Bekti Siti Annisa Wahdiniawati, Siti Annisa Sofia Maulida Sri Handayani Sri Purwati Sriwanti Belani Subagio, Mochammad Subehana, Subehana Sugiarti Sugiarti Sulistya Pribadi Sundari, Pipit Susanto Susatyo Adhi Pramono, Susatyo Adhi Tri Endar Susianto Tri Mulyani Setyowati Tyahya Whisnu Hendratni Violin, Vivid Vivid Violin Wahyuningratna, Ratu Nadya Widodo, Rintis Eko Yosi Pahala, Yosi Yuliani Istiqomah