The Influence of Service Quality on Customer Loyalty of PT. Olympindo Primadana Bekasi Branch, Sukawangi Unit

Melani Pardomuan Manurung ()
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Melani Pardomuan Manurung: Universitas Nusa Putra

A chapter in Proceedings of the International Conference on Economics, Management, and Accounting (ICEMAC 2022), 2023, pp 439-446 from Springer

Abstract: Abstract One factor that has a large effect on customer loyalty is service quality. Customers will be loyal to an item or service if the quality of service they receive leaves them feeling satisfied. Customer expectations will undoubtedly be fulfilled with quality service. Researchers have a goal for this study, namely to determine whether customer loyalty at the PT BPR Olympindo Primadana Unit Bekasi Sukawangi Branch is influenced by service quality. The survey method was used in this study, where several customers (as respondents) were asked various questions in the form of a Google form. The study population consisted of 568 customers of the Sukawangi Branch of PT BPR Olympindo Primadana Bekasi Unit. For sampling, use Purposive Sampling. The Slovin formula was used in research to determine the number of samples, so 85 samples were obtained. The sampling method based on coincidence is also known as the “accidental sampling method,” in which anyone who meets the researcher by chance and fulfills the requirements as a respondent can be used as a sample.

Keywords: Service quality; loyalty (search for similar items in EconPapers)
Date: 2023
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Persistent link: https://EconPapers.repec.org/RePEc:spr:advbcp:978-94-6463-226-2_35

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DOI: 10.2991/978-94-6463-226-2_35

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