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All Journal Syntax Literate: Jurnal Ilmiah Indonesia Journal of Tourism Economics and Policy Jurnal Ekonomika Dan Bisnis PESHUM
Sitorus, Marison
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Humanities Economics, Econometrics & Finance Education Environmental Science Law, Crime, Criminology & Criminal Justice Public Health Social Sciences Other

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The Influence of Servqual on Customer Satisfaction and Customer Loyalty in After Sales Service at PT XYZ Kalimalang Branch Lando, Rolan Adhytia; Sitorus, Marison; Maulana, Rizky; Jatmiko N, Yulius
PESHUM : Jurnal Pendidikan, Sosial dan Humaniora Vol. 4 No. 1: Desember 2024
Publisher : CV. Ulil Albab Corp

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.56799/peshum.v4i1.6584

Abstract

This journal contains research aimed at analyzing the influence of SERVQUAL on Customer Satisfaction and Customer Loyalty at PT XYZ Kalimalang Branch. Using SmartPLS 3.29 statistical processing software and the Structural Equation Modeling-Partial Least Square (SEM-PLS) method to seek answers. The sample used in the analysis in this study consists of 110 post-sales customers of PT XYZ over a certain period selected using Purposive Sampling method. Based on quantitative data from questionnaires filled out by visitors, the results indicate that SERVQUAL influences Customer Satisfaction and customer loyalty (Through Customer Satisfaction Mediator). Furthermore, based on the calculation results, it was also found that SERVQUAL does not significantly influence Customer Loyalty directly.
Co-Authors Arif Dzulfikar Jatmiko N, Yulius Lando, Rolan Adhytia Rizky Maulana, Rizky SARDIONO, Endro Sariono, Endro Setianingsih, Putri Sundoro, Dionisius Tri Waluyo Yulius Jatmiko Nuryatno