PENGARUH KUALITAS PELAYANAN CUSTOMER SERVICE TERHADAP LOYALITAS KONSUMEN (Studi Kasus Pada Grapari Rancaekek Kabupaten Bandung)

Abstract

Determinants of consumer loyalty such as quality of service. Problems in the research was to determine the influence of the quality of service of consumer loyalty on the Rancaekek GraPari Bandung Regency. The method used is descriptive analysis and linear regression. The research results obtained in linear regression equation of simple Y = 0.959 X + 0.093. Partial Test (test t) indicates that the quality of service effect significantly to consumer loyalty. Simultaneous assay (F test) shows that the quality of service effect significantly to consumer loyalty simultaneously. The correlation coefficient (R) was of 0.738. The value is between 0.60 value – quality ofservice means 0.799 (variable x) has the proximity ofstrong relationships with consumer loyalty (variable y) with a coefficient of determination amounting 54.5 percent means that service quality has an impact on consumer loyalty in GraPARI Telkomunikasi Rancaekek Mobile. Keywords: Quality Of Service, Consumer Loyalty