ANGGI FITRIA NINGRUM, NPM 2201100018 (2026) THE EFFECT OF SERVICE QUALITY ON CUSTOMER SATISFACTION AND LOYALTY AT CAFE PHR MARBAU. Tugas_Akhir(Artikel) Asian Journal of Management Entrepreneurship and Social Science, 6 (3). pp. 1773-1789. ISSN 2808 7399(e-ISSN)
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Abstract
This study aims to determine the effect of service quality on customer satisfaction and loyalty at Café Phr Marbau. This study used validity tests, reliability tests, classical assumption tests, multiple linear regression tests, t-tests, F-tests, and coefficients of determination using SPSS 27. The sampling used in this study was incidental sampling. This study used a non probability sampling technique because the population size was unknown, and purposive sampling was used as the sampling technique. Because the population size was unknown, the sample size was calculated using the Cochran formula, which was 96 samples. The study was conducted to examine how the independent variables influence the dependent variables and the percentage level of influence of the research variables by distributing research questionnaires to respondents and conducting tests. The results of the study indicate that all independent variables have an influence on the dependent variable with all calculated t values > t table and significant values 1.985), Service quality has a positive and significant effect on customer loyalty (10.662>1.985). Keywords: Training, Tax Officer, Knowledge Management, Tax Administration, Efficiency Service Quality, Customer Satisfaction And Customer Loyalty
| Item Type: | Article |
|---|---|
| Uncontrolled Keywords: | Training, Tax Officer, Knowledge Management, Tax Administration, Efficiency Service Quality, Customer Satisfaction And Customer Loyalty |
| Subjects: | H Social Sciences > HB Economic Theory H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management H Social Sciences > HF Commerce H Social Sciences > HM Sociology |
| Divisions: | Fakultas Ekonomi dan Bisnis > Manajemen |
| Depositing User: | Unnamed user with email repository@ulb.ac.id |
| Date Deposited: | 24 Sep 2026 08:08 |
| Last Modified: | 24 Sep 2026 08:08 |
| URI: | http://repository.ulb.ac.id/id/eprint/2868 |
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