The Influence Of Service Quality On Customer Loyalty At PLN Icon Plus Iconnet
Abstrak
This study examines the connection between PLN Icon Plus Iconnet's customer loyalty and service quality, highlighting the importance of service quality in building client loyalty. Data was gathered via a Google Form survey that was directed at 100 PLN Iconnet customers as part of a quantitative approach. The study finds a strong correlation between customer loyalty and service quality using Partial Least Squares Structural Equation Modeling (PLS-SEM). Supported by strong reliability and validity measurements in the models, the study emphasizes how crucial it is to provide high-quality service in order to establish and maintain loyalty. The results offer practical advice for businesses looking to increase client loyalty and retention through higher-quality services.
Keywords -Service Quality, Customer Loyalty, Consumer Behavior, and Customer Satisfaction
Unduhan
Referensi
Hwang, J. &. (2016). A critical review of research on customer experience management: Theoretical, methodological and cultural perspectives. A critical review of research on customer experience management: Theoretical, methodological and cultural perspectives., 2218-2246.Irwan, &. A. (2015). METODE PARTIAL LEAST SQUARE (PLS) DAN TERAPANNYA (Studi Kasus: Analisis Kepuasan Pelanggan terhadan Lavanan PDAM Unit Camming Kab. Bone). METODE PARTIAL LEAST SQUARE (PLS) DAN TERAPANNYA (Studi Kasus: Analisis Kepuasan Pelanggan terhadan Lavanan PDAM Unit Camming Kab. Bone).
Maidah, N. D. (2019). Analisis Kualitas Layanan Dan Kepuasan Pengguna Sim RS Rsud
Pasaribu, R. M. (2023). Persepsi Saluran Integrasi Dan Keterikatan Pelanggan Pada Loyalitas Dengan Kepuasan Sebagai Mediasi (Pegadaian Wilayah 1 Medan). Persepsi Saluran Integrasi Dan Keterikatan Pelanggan Pada Loyalitas Dengan Kepuasan Sebagai Mediasi (Pegadaian Wilayah 1 Medan), 1687-1699.
Rio Haribowo, T. T. (2022). Analysis Of The Role Of Social Media Marketing, Product Quality And Brand Awareness On Buying Decisions For Restaurant Customers In West Java. Analysis Of The Role Of Social Media Marketing, Product Quality And Brand Awareness On Buying Decisions For Restaurant Customers In West Java.
Sarker, M. A. (2017). Influence of service quality on customer satisfaction in retail banking: A study on some private commercial banks in Bangladesh. Influence of service quality on customer satisfaction in retail banking: A study on some private commercial banks in Bangladesh, 68-77.
Simanjuntak, M. &. (2021). Re-investigating the roles of green service-scape to improve tourism performance marketing service dominant logic perspective: a literature review. Re-investigating the roles of green servicescape to improve tourism performance marketing service dominant logic perspective: a literature review., 214- Slamet Martodirjo Pamekasan Menggunakan Metode Modified ECM (Expectation Confirmation Model). Analisis Kualitas Layanan Dan Kepuasan Pengguna Sim RS Rsud Slamet Martodirjo Pamekasan Menggunakan Metode Modified ECM (Expectation Confirmation Model)., 287-295.
Subagyo, A., Syari’udin, A., & Yunani, A. (2023). Determinant residential real estate of millennial generation in adapting housing microfinance case Indonesia chapter. International Journal of Housing Markets and Analysis, (5), 1007-1020.
Sunyoto, D. &. (2022). Perilaku Konsumen. Perilaku Konsumen, 1-7.
Wardhana, A., Pradana, M., Syarifuddin, S., Alves, A., & Firmansyah, I. (2023, April). Marketing mix analysis of an Internet service provider in Indonesia. In International Conference on Mathematical and Statistical Physics, Computational Science, Education, and Communication (ICMSCE 2022) (Vol. 12616, pp. 75-79). SPIE.
Widodo, T. (2017). Performance-based budgeting: evidence from Indonesia . Performance-based budgeting: evidence from Indonesia .
Öztuna, D., Elhan, A.H., & Tuccar, E. (2006). Investigation of four different normality tests in terms of Type I error rate and power under different distributions,Turk. J. Med. Sci. 36(3),
Ozili, P. K. (2023). The Acceptable R-Square in Empirical Modelling for Social Science Research.
MPRA Paper No. 115769, xUniversity Library of Munich, Germany. Available at: https://mpra.ub.unimuenchen.de/115769/
