Published date: Mar 15 2022

Journal Title: KnE Social Sciences

Issue title: 2021 Annual Conference of Indonesian Association for Public Administration

Pages: 734–740

DOI: 10.18502/kss.v7i5.10590

Sitti Hardiyanti Arhashardiyantiarhas@unm.ac.idDepartment of Office Administration Education, Faculty of Social Science and Law, Universitas Negeri Makassar

Suprianto SupriantoTeacher and Education Science, Universitas Borneo Tarakan

Muhammad DarwisDepartment of Office Administration Education, Faculty of Social Science and Law, Universitas Negeri Makassar

Sirajuddin SalehDepartment of Office Administration Education, Faculty of Social Science and Law, Universitas Negeri Makassar

Jamaluddin JamaluddinDepartment of Office Administration Education, Faculty of Social Science and Law, Universitas Negeri Makassar

Muh. NasrullahDepartment of Office Administration Education, Faculty of Social Science and Law, Universitas Negeri Makassar

Services reach almost all aspects of human life, ranging from government services to private services such as trade, transportation services and communication services using mobile phones. The purpose of this study was to analyze the factors that affect customer satisfaction and customer loyalty. The data collection method used was a questionnaire, which was analyzed using SPSS-Amos. The results showed that service productivity affected consumer loyalty either directly or indirectly. Responsiveness only had a direct effect on customer loyalty. Accountability had an indirect effect on customer loyalty through customer satisfaction. Also, service attitude had a positive and significant effect on customer loyalty either directly or through service quality. The novelty of this study lies in the dimensions used in measuring the variables in service providers.

Keywords: provider, service quality, consumer loyalty

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