Analysis of the Effect of Service Quality on Customer Loyalty Through Commitment Service Quality: Study in Rest Area 65A and 65B Jasa Marga Kualanamu Tol

Abstract

The purpose of this study is to examine the impact of service quality on customer loyalty using commitment to service quality as a mediating variable. The approach used in this study is a quantitative approach. This research using the sample from the tenant partners in Rest Area 65A and 65B Jasa Marga Kualanamu Toll. With the total of 190 respondents. The survey data were obtained from the results of completing a questionnaire and analyzed using the SEM-PLS analysis technique with the help of the SmartPLS program. The results show that service quality influences service quality commitment. Commitment to service quality affects service quality, but service quality does not directly affect customer loyalty. Quality of service can impact tenant retention when mediated through the involvement of tenant sales engagement in quiet areas.