The effect of service quality and satisfaction on customer loyalty at Kumon East Jakarta

Wasilatun Nikmah and Henny Armaniah
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Wasilatun Nikmah: Universitas Bina Sarana Informatika
Henny Armaniah: Universitas Bina Sarana Informatika

Journal of Economics and Business Letters, 2021, vol. 1, issue 3, 44-50

Abstract: This study aims to determine Service Quality and Satisfaction Customer Loyalty at the Kumon Seulawah Raya Jaatiwaringin Course - East Jakarta. The population in this study were all customers of the Kumon Seulawah Raya Jatiwaringin course. Researchers used the accidental sampling method with a sample of 83 people from the population of Kumon Seulawah Raya Jatiwaringin Course Customers. Instrument testing in this study uses validity and reliability tests, while the analytical method used is multiple linear regression with t- test and F test and coefficient of determination (R2) test. In this study, an analysis was carried out using the SPSS for windows version 24.0 computer application. Based on the regression analysis, the model (regression equation) formed is Y = 1.760 + 0.166X1 + 0.361X2. The results of the analysis on the t -test, the Service Quality variable (X1) shows the results of the t-count value of 3.011 > t-table of 1.990 and a significant value of 0.003 t-table of 1.990 and a significant value of 0.000 Ftable is 3.11 with a significant level of 0.000

Keywords: Service Quality; Customer Satisfaction; Customer Loyalty (search for similar items in EconPapers)
Date: 2021
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DOI: 10.55942/jebl.v1i3.124

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