Pengaruh Service Failure Dan Service Recovery Terhadap Loyalitas Pelanggan Alfamart (Studi Kasus Pada Pelanggan Alfamart, Kelurahan Pademangan Barat, Kecamatan Pademangan, Jakarta Utara)

Syifa Kania Putri (Institut Ilmu Sosial dan Manajemen STIAMI)
Bertadi Nurseno (Institut Ilmu Sosial dan Manajemen STIAMI)

JAMBIS : Jurnal Administrasi Bisnis
Vol. 5 No. 4: Agustus 2025

Abstract. This research aims to examine and analyze the influence of service failure and service recovery oncustomer loyalty at Alfamart in the West Pademangan Sub-District, Pademangan District, NorthJakarta. A descriptive quantitative approach was employed using a survey method. Data were collectedthrough questionnaires distributed to 200 respondents and analyzed using SmartPLS version 4. Theresults of the t-test (partial test) show that service failure has a negative and significant effect oncustomer loyalty, with a t-statistic of 2.576 > t-table 1.96 and a p-value of 0.010 < 0.05. Servicerecovery also has a positive and significant effect on customer loyalty, with a t-statistic of 7.853 > t-table1.96 and a p-value of 0.000 < 0.05. This means that 45.1% of the variation in customer loyalty can beexplained by these two variablesKeywords: Service Failure, Service Recovery, Customer Loyality, Alfamart