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All Journal eProceedings of Management
Syamsudin, Rifqi Faizurrahman
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Decision Sciences, Operations Research & Management Economics, Econometrics & Finance

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The Influence Of Service Quality On Customer Loyalty At PLN Icon Plus Iconnet Syamsudin, Rifqi Faizurrahman; Pradana, Mahir
eProceedings of Management Vol. 12 No. 3 (2025): Juni 2025
Publisher : eProceedings of Management

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Abstract

This study examines the connection between PLN Icon Plus Iconnet's customer loyalty and service quality,highlighting the importance of service quality in building client loyalty. Data was gathered via a Google Form surveythat was directed at 100 PLN Iconnet customers as part of a quantitative approach. The study finds a strong correlationbetween customer loyalty and service quality using Partial Least Squares Structural Equation Modeling (PLS-SEM).Supported by strong reliability and validity measurements in the models, the study emphasizes how crucial it is toprovide high-quality service in order to establish and maintain loyalty. The results offer practical advice for businesseslooking to increase client loyalty and retention through higher-quality services. Keywords -Service Quality, Customer Loyalty, Consumer Behavior, and Customer Satisfaction
Co-Authors Mahir Pradana