THE IMPACT OF PERCEIVED SERVICE QUALITY, CUSTOMER SATISFACTION ON CUSTOMER LOYALTY OF MEDINBOX
THE IMPACT OF PERCEIVED SERVICE QUALITY, CUSTOMER SATISFACTION ON CUSTOMER LOYALTY OF MEDINBOX
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2017
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Digital Production Press, Assumption University
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eng
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7 pages
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Assumption University-eJournal of Interdisciplinary Research (AU-eJIR) Vol 2. Issue 1
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Abstract
The following study of this paper is to examine the impact of perceived service quality,
customer satisfaction on customer loyalty of Medinbox with the 103 numbers of valid
respondents. This study discusses the importance customer Perceived Service Quality which
influence Customer Overall Satisfaction, Customer Loyalty in a long-term. The results stated
that Perceived Service Quality, Customer Overall Satisfaction, and Customer Loyalty are
significantly related to each other. Recommendations are for managers of Medinbox to
understand a whole picture of how does this variable related to each other, so that they could
take action into improving customer Perceived Service Quality to gain higher Customer Overall
Satisfaction, in order to get Customer Trust and let customers become loyal by using service
quality as a competitive advantage.
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