PENGARUH KUALITAS LAYANAN TERHADAP LOYALITAS PELANGGAN LAUNDRY “RUMAH CUCI CINTA” DI PANGKALAN BUN

Anisa Hudiyani, Marjomo Marjomo, Komariah Komariah

Sari


In the world of industry, customer loyalty is a measure of success in business services. Customers will feel much more satisfied when able to meet consumer demand far exceeds what was expected. It is highly dependent on the quality of service of the employees in providing services. Likewise with the Wash House Laundry Love that emphasizes assessing the success of servicing the guests through the customer's opinion is filled by the guests. Customer loyalty is trying to be achieved by the Home Laundry Wash Love in Pangkalan Bun can be measured by distributing questionnaires to be filled by the consumer. The question in this questionnaire is closely linked to the quality of service employees Wash Laundry House of Love from the standpoint of perception of customer loyalty. The results of this questionnaire answers will be calculated to determine how much influence the quality of service to customer loyalty. By knowing the quality bar Houses Wash Love associated with customer loyalty, Laundry House Wash Love in Pangkalan Bun can understand in depth on the customer's view of the quality of service provided by the employee Laundry House Wash Love and determine appropriate strategies to improve performance in the future for the sake of achieve customer loyalty.

Kata Kunci


Quality of service (reliability, responsiveness, assurance, empathy, direct evidence) and customer loyalty

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Referensi


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