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