Effect of Service Quality on Satisfaction and Loyalty Empirical Study of UMS Library Users

Zida Anis Kurlila, Anton Agus Setyawan

Abstract


Purpose -The crisis of interest in reading is a reason that requires libraries to maximize their role. This is done by paying attention to the quality of service that will create customer satisfaction and make them behave loyally towards the library.

Methodology -In this study, data collection was carried out using the accidental sampling survey analysis method. Through distributing questionnaires to 200 respondents who have used the library services of the Muhammadiyah University of Surakarta.

Results In this study, the results obtained (1) service quality variable has an effect on customer satisfaction, (2) customer satisfaction has an effect on customer loyalty, (3) service quality has an effect on customer loyalty. The implications of this study explain that library management and further research in the field of management.



Keywords


service quality, customer satisfaction, and customer loyalty

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References


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DOI: https://doi.org/10.30596/miceb.v1i0.285

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