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All Journal Al-Kharaj: Jurnal Ekonomi, Keuangan & Bisnis Syariah
Supinardi, ,Bambang
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Economics, Econometrics & Finance Social Sciences

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Analisis Kualitas Pelayanan dan Pengaruhnya     terhadap Loyalitas Pelanggan: Studi Kasus pada PT  Pos Indonesia (Persero) Kantor Pos Sleman Larasati, Rian; Supinardi, ,Bambang; Fadhilah, Muinah
Al-Kharaj : Jurnal Ekonomi, Keuangan & Bisnis Syariah Vol 6 No 2 (2024): Al-Kharaj: Jurnal Ekonomi, Keuangan & Bisnis Syariah
Publisher : Research and Strategic Studies Center (Pusat Riset dan Kajian Strategis) Fakultas Syariah IAI Nasional Laa Roiba

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.47467/alkharaj.v6i2.3642

Abstract

The research aim to examine the influence of service quality’s variables (i.e. tangibles, reliability, responsiveness, assurance, and empathy) on customer loyalty. Multiple linear regression method, F-test and t-test were used to analyze data. The results proved the tangibles, reliability, responsiveness, assurance and empathy variables of service quality were significantly influenced the customer loyalty at PT. Pos Indonesia(Persero) Kantor Pos Sleman, both simultaneously and partially. Furthermore, the reliability variable of service quality was identified dominantly influence the customer loyalty. Keywords: Service quality, tangibles, reliability, responsiveness, assurance, emphaty, customer loyalty.
Co-Authors Larasati, Rian Muinah Fadhilah, Muinah