Rifqi Faizurrahman, Author THE INFLUENCE OF SERVICE QUALITY ON CUSTOMER LOYALTY AT PLN ICON PLUS ICONNET

Studi ini meneliti hubungan antara loyalitas pelanggan PLN Icon Plus Iconnet dan kualitas layanan, menyoroti pentingnya kualitas layanan dalam membangun loyalitas klien. Data dikumpulkan melalui survei Google Form yang ditujukan kepada 100 pelanggan PLN Iconnet sebagai bagian dari pendekatan kuantitatif. Studi ini menemukan korelasi yang kuat antara loyalitas pelanggan dan kualitas layanan menggunakan Partial Least Squares Structural Equation Modeling (PLS-SEM). Didukung oleh pengukuran reliabilitas dan validitas yang kuat dalam model, studi ini menekankan betapa pentingnya memberikan layanan berkualitas tinggi untuk membangun dan mempertahankan loyalitas. Hasil penelitian menawarkan saran praktis bagi bisnis yang ingin meningkatkan loyalitas dan retensi klien melalui layanan berkualitas lebih tinggi.

This study examines the connection between PLN Icon Plus Iconnet's customer loyalty and service quality, highlighting the importance of service quality in building client loyalty. Data was gathered via a Google Form survey that was directed at 100 PLN Iconnet customers as part of a quantitative approach. The study finds a strong correlation between customer loyalty and service quality using Partial Least Squares Structural Equation Modeling (PLS-SEM). Supported by strong reliability and validity measurements in the models, the study emphasizes how crucial it is to provide high-quality service in order to establish and maintain loyalty. The results offer practical advice for businesses looking to increase client loyalty and retention through higher-quality services.

Keywords: Customer Loyalty, Consumer Behavior, Customer Satisfation, Service Quality