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Arhas, S. H., Suprianto, S., Darwis, M., Saleh, S., Jamaluddin, J., & Nasrullah, M. (2022). Service Quality and Customer Loyalty at Grapari. KnE Social Sciences, 7(5), 734–740. https://doi.org/10.18502/kss.v7i5.10590

https://doi.org/10.18502/kss.v7i5.10590

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authors

  • Sitti Hardiyanti Arhas

    Sitti Hardiyanti Arhas

    Department of Office Administration Education, Faculty of Social Science and Law, Universitas Negeri Makassar
    https://orcid.org/0000-0001-9688-715X
  • Suprianto Suprianto

    Suprianto Suprianto

    Teacher and Education Science, Universitas Borneo Tarakan
  • Muhammad Darwis

    Muhammad Darwis

    Department of Office Administration Education, Faculty of Social Science and Law, Universitas Negeri Makassar
  • Sirajuddin Saleh

    Sirajuddin Saleh

    Department of Office Administration Education, Faculty of Social Science and Law, Universitas Negeri Makassar
  • Jamaluddin Jamaluddin

    Jamaluddin Jamaluddin

    Department of Office Administration Education, Faculty of Social Science and Law, Universitas Negeri Makassar
  • Muh. Nasrullah

    Muh. Nasrullah

    Department of Office Administration Education, Faculty of Social Science and Law, Universitas Negeri Makassar

Published Date

  • Mar 15, 2022

Service Quality and Customer Loyalty at Grapari

KnE Social Sciences / 2021 Annual Conference of Indonesian Association for Public Administration / Pages 734–740

Abstract

Services reach almost all aspects of human life, ranging from government services to private services such as trade, transportation services and communication services using mobile phones. The purpose of this study was to analyze the factors that affect customer satisfaction and customer loyalty. The data collection method used was a questionnaire, which was analyzed using SPSS-Amos. The results showed that service productivity affected consumer loyalty either directly or indirectly. Responsiveness only had a direct effect on customer loyalty. Accountability had an indirect effect on customer loyalty through customer satisfaction. Also, service attitude had a positive and significant effect on customer loyalty either directly or through service quality. The novelty of this study lies in the dimensions used in measuring the variables in service providers.


Keywords: provider, service quality, consumer loyalty

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