Pengaruh Kualitas Pelayanan dan Kepuasan Pelanggan terhadap Loyalitas Pelanggan pada Jasa Service Motor Edie Arta Singaraja

Abstract

This study aims to examine the effect of service quality and customer satisfaction on customer loyalty. The research design used in this research is quantitative. The subjects in this study were service quality and customer satisfaction on customer loyalty in Edie Arta Singaraja's motorcycle service services and the objects in this study were service users at Edie Arta Singaraja. Data collected by questionnaire and literature study were analyzed by multiple linear regression analysis. The results showed that (1) service quality and customer satisfaction have a significant effect on customer loyalty in services at Edie Arta Singaraja. (2) service quality has a positive and significant effect on customer loyalty in services at Edie Arta Singaraja. (3) customer satisfaction has a positive and significant effect on customer loyalty in services at Edie Arta Singaraja.