The Effect of Service Quality on Customer Loyalty at Post Office (Persero) Pekanbaru Branch
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Abstract
This research aim to analyze the effect of service quality towards customer loyalty at Post Office (PERSERO) Pekanbaru branch within collected data by questionnaire and employs multiple linear regression analysis method. Based on the result research found that the equation of multiple linear analysis is Y = 15.752 + 0.281 X1 + 1.146 X2 + 0.207 X3 – 1.372 X4 + 0.635 X5. Its mean that If tangible, reliability, responsiveness, assurance and empathy variables is equal to zero (0), than the customer loyalty is 15.752. The value of coefficient determination (R2) test is 0.383, it showed that the contribution percentage of variable tangible, reliability, responsiveness, assurance and empathy toward customer loyalty is 38.3%, the remaining 61.7% is influenced by other variables. This research suggest to Post office (PERSERO) Pekanbaru Branch to increase their service quality whether in form of tangible, reliability, responsiveness, assurance or empathy in order to increase their number of customer whose loyal to use their service
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