The Impact Of Service Quality Management Based On Communication Technology Of Customer Loyalty (Case Study Moshi2 Spesialis Sampah, Gowa, Sulawesi Selatan)

Abstract

Moshi2 Spesialis Sampah is a garbage transportation service in Gowa regency, South Sulawesi that utilizes communication technology as a form of service to its customers. Increasing the amount of household waste, and the speed of access of modern society and the dependence on technology opens opportunities for Moshi2 Spesialis Sampah to provide services in the form of customer care which can be accessed by telephone and also internet. This research was conducted to see how the influence of service quality based on communication technology to customer loyalty. The number of variables used in this study consists of 5 namely reliability (X1), assurance (X2), tangibles (X3), empathy (X4) and responsiveness (X5). The data analysis used is simple regression regression analysis. The results showed that reliability (X1), assurance (X2), tangibles (X3), empathy (X4) and responsiveness (X5) had significant effect on customer loyalty. While the variable that has the most dominant influence on customer loyalty is responsiveness (X5). The better the responsiveness or responsiveness given to the customer, the greater the likelihood of customer loyalty.