The Impact of Service Quality on Customer Loyalty-A Sample Study of Mobilis Customers–

Abstract

This study aimed to investigate the impact of service quality on customer loyalty. To achieve this objective, a descriptive-analytical approach was employed using a questionnaire as the primary data collection tool. The researchers studied a sample consisting of 70 customers of the Mobilis company. Data processing and analysis were conducted using the Statistical Package for the Social Sciences (SPSS). The results revealed a statistically significant relationship between service quality and customer loyalty through the influence of service quality across its five dimensions (tangibles, reliability, responsiveness, assurance, and empathy). The correlation coefficients for the five dimensions were close, indicating consistent relationships, and the explanatory power was also notable.