THE INFLUENCE OF SERVICE QUALITY AND CUSTOMER SATISFACTION OF GIANT SUPERMARKET TOWARDS CUSTOMER LOYALTY IN JABODETABEK AREA

Abstract

Service quality is an expected level of excellence where control over the level of excellence is aimed at meeting customer needs. it can be concluded that service is all activities, actions, performance or benefits which are basically intangible, which can be given from one party to another party, which is basically intangible and does not result in ownership of anything or anything. This research was conducted to identify and test the effect of service quality on customer loyalty. Data collection methods use questionnaire surveys and are analyzed through smart PLS and AMOS software. The results of this study indicate the influence of Giant supermarket service quality on customer satisfaction and customer loyalty.