Analisis Pengaruh Kualitas Layanan Terhadap Loyalitas Pelanggan Apotek Jojo Palembang

The purpose of this study is to identify the characteristic of customer who adapted
the service included to satisfy/unsatisfied of customer to the service who given by
Apotek Jojo Palembang. The theory that has adopted on this research is ServQual.
The population is all of Apotek Jojo Customers that live in Palembang, then the
sample is the customer who visited to Apotek Jojo who stay in Palembang and often
to visited the Apotek Jojo with the sum as much 60 respondents. The technical of
analysis data that was used in this research are validity test, reliability test, classical
assumption test, and analysis multiple regression with using SPSS 16.0. The result
is show that responsiveness has a positive and significant toward the customer
loyalty, and while the tangible, reliable, assurance, and empathy have a positive but
not significant toward the customer loyalty.