Customer Loyalty: Quality of Service

Apri Budianto


This article focuses on the influence of service quality on customer loyalty to modern market customers. This article is motivated by the increasing number of modern market customers caused by the quality of service that affects the increasing loyalty of customers. The formulation of the problem in this article is how the quality of service influence on customer loyalty. The working hypothesis in this article is: "Service Quality positively affects customer loyalty".The method employed in making this article was done to get a picture of the effect of service quality on customer loyalty to modern market customers. Data were collected through data collection techniques in the field using explanatory survey method. Customer loyalty is influenced by the service quality of 38.30%. This means that customer loyalty is only affected a small portion of service Quality of 38.30%. Thus tcount> ttable was 3.421> 1.667. Then the null hypothesis (Ho) is rejected. This means that service quality has a positive effect on customer loyalty.Service Quality positively affects customer loyalty, meaning the better the quality of service provided the more loyal customers.

Full Text:



Blaekwell., D., Rogers., Paul W., Miniard, and James F. Engel, 2001, Consumer Behavior, Orlando: The Dryden Press Harcourt Brace College Publisher.

Christina Whidya Utami, 2006, Manajemen Ritel Strategi dan Implementasi Ritel Modern, Penerbit Salemba Empat, Jakarta

Fandy Tjiptono, 2008, Strategi Pemasaran, Yogyakarta: Andi Offset.

Griffin, Jill. 1995. Customer Loyalty : How to Earn It, How to Keep It. USA : Lexington Books.

Hawkin, Del I, Roger J. Best, and Kenneth A. Coney, 2000, Consumer Behaviour, Building Marketing Strategy, Eight Edition, McGraw-Hill, United State.

Horovitz, Jacques, 2000, Seven Secrets of Service Strategy, Prentice Hall, Hrlow, England.

Kotler, Philip, Keller, Kevin, Lane. 2009, Marketing Management : Pearson, Education, Inc. Upar Suddle River, New Jersey, 07458.

Walker, Orville, C., Harper W., Boyd, and Jean Claude Larreche, 1999, Marketing Strategy: Planning and Implementation, Third Edition, Irwin Mc. Graw Hill, Boston.

Zeithaml A., Valarie dan A. Parasuraman, Leonard L. Berry, 1990, Delivering Quality Service, Balancing Customer Perceptions and Expectations, New York : The Free Press, A. Division Of Macmillan, Inc.,



  • There are currently no refbacks.

Creative Commons License
This work is licensed under a Creative Commons Attribution-NonCommercial 4.0 International License.


Journal of Management Review indexed by:

Journal of Management Review ISSN  2580-4138 (Print) and ISSN 2579-812X (Online))


Reference Mamanagement Tools