Proceedings of the First International Conference on Materials Engineering and Management - Management Section (ICMEMm 2018)

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

Authors
Mariesa Giswandhani, Mujahid, Amalia Zul Hilmi
Corresponding Author
Mariesa Giswandhani
Available Online March 2019.
DOI
10.2991/icmemm-18.2019.30How to use a DOI?
Keywords
Moshi2 Spesialis Sampah, Quality of Service Management, Communication Technology, Customer Loyalty
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.

Copyright
© 2019, the Authors. Published by Atlantis Press.
Open Access
This is an open access article distributed under the CC BY-NC license (http://creativecommons.org/licenses/by-nc/4.0/).

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Volume Title
Proceedings of the First International Conference on Materials Engineering and Management - Management Section (ICMEMm 2018)
Series
Advances in Economics, Business and Management Research
Publication Date
March 2019
ISBN
978-94-6252-681-5
ISSN
2352-5428
DOI
10.2991/icmemm-18.2019.30How to use a DOI?
Copyright
© 2019, the Authors. Published by Atlantis Press.
Open Access
This is an open access article distributed under the CC BY-NC license (http://creativecommons.org/licenses/by-nc/4.0/).

Cite this article

risenwbib
TY  - CONF
AU  - Mariesa Giswandhani
AU  - Mujahid
AU  - Amalia Zul Hilmi
PY  - 2019/03
DA  - 2019/03
TI  - The Impact Of Service Quality Management Based On Communication Technology Of Customer Loyalty (Case Study Moshi2 Spesialis Sampah, Gowa, Sulawesi Selatan)
BT  - Proceedings of the First International Conference on Materials Engineering and Management - Management Section (ICMEMm 2018)
PB  - Atlantis Press
SP  - 142
EP  - 147
SN  - 2352-5428
UR  - https://doi.org/10.2991/icmemm-18.2019.30
DO  - 10.2991/icmemm-18.2019.30
ID  - Giswandhani2019/03
ER  -