Pengaruh Kualitas Pelayanan Dan Kepuasan Konsumen Terhadap Loyalitas Pelanggan Pada Golden Rama Tour & Travel

Abstract

Objective: This research intends to examine the influence of service quality and consumer
satisfaction on customer loyalty at PT Golden Rama Tours & Travel in Jakarta.
Method: This investigation applies a quantitative approach that involves a specimen of 33
participants that chosen by a non-probability purposive sampling method. Data were gathered via
questionnaires and analyzed which uses SPSS 27 software.
Results: The outcome indicate that service quality does not affect customer loyalty, whereas
consumer satisfaction has a significant influence on customer loyalty. Furthermore, service quality
and consumer satisfaction simultaneously exert a significant influence on customer loyalty at
Golden Rama Tours & Travel Jakarta.Practical Implications: This investigation highlights the need for Golden Rama Tours & Travel
management to improve and enhance service quality by leveraging modern technology to provide
convenience and ease for customers.