Proceedings of the International Conference on Economics, Management and Accounting (ICEMAC 2022)

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

Authors
Melani Pardomuan Manurung1, *
1Universitas Nusa Putra, Sukabumi, Indonesia
*Corresponding author. Email: melani.pardomuan_mn19@nusaputra.ac.id
Corresponding Author
Melani Pardomuan Manurung
Available Online 30 August 2023.
DOI
10.2991/978-94-6463-226-2_35How to use a DOI?
Keywords
Service quality; loyalty
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.

Copyright
© 2023 The Author(s)
Open Access
Open Access This chapter is licensed under the terms of the Creative Commons Attribution-NonCommercial 4.0 International License (http://creativecommons.org/licenses/by-nc/4.0/), which permits any noncommercial use, sharing, adaptation, distribution and reproduction in any medium or format, as long as you give appropriate credit to the original author(s) and the source, provide a link to the Creative Commons license and indicate if changes were made.

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Volume Title
Proceedings of the International Conference on Economics, Management and Accounting (ICEMAC 2022)
Series
Advances in Economics, Business and Management Research
Publication Date
30 August 2023
ISBN
978-94-6463-226-2
ISSN
2352-5428
DOI
10.2991/978-94-6463-226-2_35How to use a DOI?
Copyright
© 2023 The Author(s)
Open Access
Open Access This chapter is licensed under the terms of the Creative Commons Attribution-NonCommercial 4.0 International License (http://creativecommons.org/licenses/by-nc/4.0/), which permits any noncommercial use, sharing, adaptation, distribution and reproduction in any medium or format, as long as you give appropriate credit to the original author(s) and the source, provide a link to the Creative Commons license and indicate if changes were made.

Cite this article

risenwbib
TY  - CONF
AU  - Melani Pardomuan Manurung
PY  - 2023
DA  - 2023/08/30
TI  - The Influence of Service Quality on Customer Loyalty of PT. Olympindo Primadana Bekasi Branch, Sukawangi Unit
BT  - Proceedings of the International Conference on Economics, Management and Accounting (ICEMAC 2022)
PB  - Atlantis Press
SP  - 439
EP  - 446
SN  - 2352-5428
UR  - https://doi.org/10.2991/978-94-6463-226-2_35
DO  - 10.2991/978-94-6463-226-2_35
ID  - Manurung2023
ER  -