THE IMPACT OF SERVQUAL DIMENSIONS ON CUSTOMER LOYALTY

Andika Septi Yawan; Adhi Prakosa; Anindita Imam Basri; Arif Sudaryana; Fikri Farhan

doi:10.61677/count.v1i2.105

THE IMPACT OF SERVQUAL DIMENSIONS ON CUSTOMER LOYALTY

Authors

Andika Septi Yawan Universitas PGRI Yogyakarta
Adhi Prakosa Universitas PGRI Yogyakarta
Anindita Imam Basri Universitas PGRI Yogyakarta
Arif Sudaryana Universitas PGRI Yogyakarta
Fikri Farhan Universitas PGRI Yogyakarta

DOI:

https://doi.org/10.61677/count.v1i2.105

Abstract

The need for an internet network is important. This study aims to predict the impact of SERVQUAL dimensions of internet service providers on customer loyalty in Indonesia. This research is quantitative research with SEM-PLS analysis. Data collection by questionnaire, with a sample of 115 internet service provider (ISP) customers in Yogyakarta. The test results with the structural model are responsiveness and empathy do not affect customer loyalty.

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Published

2023-12-29 — Updated on 2023-12-29

Versions

2023-12-29 (2)
2023-12-29 (1)

How to Cite

Septi Yawan, A., Prakosa, A., Imam Basri, A., Sudaryana, A., & Farhan, F. (2023). THE IMPACT OF SERVQUAL DIMENSIONS ON CUSTOMER LOYALTY. Count : Journal of Accounting, Business and Management, 2(1), 64–70. https://doi.org/10.61677/count.v1i2.105