PENGARUH PELAYANAN TERHADAP LOYALITAS PELANGGAN PADA MALL KOTA KASABLANKA

M.  Zakin; Metya  Lutviani; Amon Gari  Permana; Rini  Mardikawanti

doi:10.34127/jrlab.v11i3.1816

Authors

M. Zakin Politeknik LP3I Jakarta
Metya Lutviani Politeknik LP3I Jakarta
Amon Gari Permana Politeknik LP3I Jakarta
Rini Mardikawanti Politeknik LP3I Jakarta

DOI:

https://doi.org/10.34127/jrlab.v11i3.1816

Abstract

This study aims to analyze the influence of service quality on customer loyalty at Kota Kasablanka Mall, one of the prominent modern shopping centers in South Jakarta. The background of this research is based on the critical role of service as a key factor in retaining customers amid the increasingly competitive retail industry. A quantitative method was employed, using a survey approach involving 20 respondents who are regular visitors to the mall. Data were collected through questionnaires using a Likert scale to measure dimensions of service quality and customer loyalty. The results of the analysis show that dimensions such as reliability, responsiveness, assurance, empathy, and tangible evidence have a significant and positive effect on customer loyalty. These findings indicate that the better the quality of service provided, the higher the level of customer loyalty toward the mall. Therefore, it is essential for the management of Kota Kasablanka Mall to continuously improve service quality as a strategic effort to maintain and strengthen long-term relationships with customers

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