PENGARUH KUALITAS PELAYANAN DAN LOKASI TERHADAP LOYALITAS PELANGGAN PADA ARTSYA LAUNDRY BATAM

Abstract

This quantitative descriptive study investigates the relationship between service quality, location, and customer loyalty at Artsya Laundry Batam. The study sampled 96 customers from a population of 1,126 (March-June 2023) using accidental sampling. Regression analysis revealed a significant positive correlation between service quality and location on customer loyalty (R²=12.7%). The results indicate that 12.7% of customer loyalty variance
is attributed to service quality and location, while 87.3% is influenced by other factors. The findings suggest that enhancing service quality and strategic location can improve customer loyalty.