Abstract:
This research explored the influence of Service Quality of a retail franchise
towards the loyalty of international customers located on the other side of the
student housing of President University. The research is a Quantitative research
that use Servqual theory with 276 population, 100 samples with questionnaire as
the appointed tools in data collection while testing the Validity & Reliability,
Classical Assumption and Linear Multiple Regression analysis. The objective is to
identify the variables of service quality that influence the customer loyalty. At the
end of the research, the result is out of 5 dimension of Service Quality, the most
significant variables/factors in keeping or gaining customer loyalty is in the
Responsiveness and Tangible with 31.3% of simultaneous influence
