PENGARUH KUALITAS PELAYANAN TERHADAP LOYALITAS PELANGGAN DALAM MENGGUNAKAN JASA TRANSPORTASI ANGKUTAN KOTA CV SEPAKAT KARYA BERSAMA (STUDI KASUS MAHASISWA STIE SULTAN AGUNG PEMATANGSIANTAR)

The purpose of this research is to examine an analysis of: 1) The description of service quality and
customer loyalty in using public transportation services CV Sepakat Karya Bersama (Student Case Study of STIE
Sultan Agung Pematangsiantar). 2) The effect of service quality and customer loyalty in using public
transportation services CV Sepakat Karya Bersama (Student Case Study of STIE Sultan Agung
Pematangsiantar).
The results of this research showed us: 1) The Customer service quality are stated good and customer
loyalty has been categorized agree. 2) The Results of regression testing is Ŷ = 4,350 + 0,363X, there is a positive
effect of service quality on customer loyalty. 3) The results of the value of r = 0,648 means that there is a strong
and positive relationship between service quality and customer loyalty in using public transportation services CV
sepakat karya bersama. High and low customer loyalty can be explained by the quality of service of 41,9 percent.
4) The hypothesis Ho is rejected and Ha accepted, means that the quality of services positive and significant
influence on customer loyalty in using public transportation service CV Sepakat Karya Bersama (Student Case
Study of STIE Sultan Agung Pematangsiantar).
Keywords: Service Quality and Customer Loyalty