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What is Service Quality Impact on Customer Loyalty about?

This study investigates the impact of service quality on customer loyalty through customer satisfaction at PT. Wings Group Indonesia, utilizing a quantitative approach and statistical analysis via SPSS 22. Results indicate that service quality positively influences both customer satisfaction and loyalty, with customer satisfaction acting as a mediator in this relationship. The findings contribute valuable insights for enhancing service quality management to boost customer loyalty.

Author

Nurul Fadilaa

Language

EN