How can service quality create customer loyalty?
Lindayani (a*), Nizar Alam Hamdani (a), Anggun Oktavia Herlianti (a), Galih Abdul Fatah Maulani (a), & Teten Safril Mubarok (a)
a) Faculty of Entrepreneurship, Universitas Garut, Jalan Jati 42 B Tarogong Kaler, Garut, Indonesia
*lindaidris80[at]gmail.com
Abstract
An effective way to exploit a business potential is to provide quality services so that customers will be loyal in using the offered products or services. This quantitative study is aimed at examining how service quality in-creases customer loyalty. The samples are 166 pet shop customers. It is revealed that customer loyalty is down to how properly pet shop keepers treat pet animals and how they communicate with the customers. Customer loyalty to a pet shop can also be facilitated by several factors such as provision of free consultancy, provision of animal playground, competitive prices, and provision of animal care services.
Keywords: Service Quality; Customer Loyalty
Topic: Marketing Management