PENGARUH KUALITAS PELAYANAN DAN KEPUASAN PELANGGAN TERHADAP LOYALITAS PELANGGAN XL PADA MAHASISWA FAKULTAS EKONOMI DI UNIVERSITAS NEGERI JAKARTA

STEPHANIE, MARIA ESRA (2019) PENGARUH KUALITAS PELAYANAN DAN KEPUASAN PELANGGAN TERHADAP LOYALITAS PELANGGAN XL PADA MAHASISWA FAKULTAS EKONOMI DI UNIVERSITAS NEGERI JAKARTA. S1 thesis, Fakultas Ekonomi.

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Abstract

MARIA ESRA STEPHANIE, The Influence between Service Quality and Customer Satisfaction on XL Customer Loyalty in Faculty of Economics Students at Jakarta State University, 2019. The purpose of this study is to determine the effect of service quality and customer satisfaction on customer loyalty of economic faculty students at state universities Jakarta. The research method used was a survey method, the population used was all students of the Faculty of Economics, Jakarta State University. The sampling technique used was Purposive sampling technique of 139 people. Based on the analysis and discussion, it is known that there is a positive and significant effect between service quality and customer satisfaction on customer loyalty, there is an influence on service quality on customer satisfaction, and there is customer satisfaction on customer loyalty among students of the Faculty of Economics, Jakarta State University. Keywords: Customer Loyalty, Service Quality, Customer Satisfaction

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