Title:
The Effect of Service Quality, Product Quality, and Tariff Competitiveness on Satisfaction in Forming Customer Loyalty

Authors:
Aditya Irawan, Ronny, Indonesia

Abstract:

EDC Link is a payment service to provide convenience for consumers. This is a form of service provided by one of the banks in Indonesia to provide easy access and it is relatively easy to obtain the service. This study aims to analyze the effect of service quality, product quality, and tariff competitiveness on satisfaction in forming customer loyalty. Data collection was carried out by distributing 150 questionnaires containing several statements using a Likert Scale. The Non-Probably Sampling method is used as a sampling technique. The collected questionnaire answers were processed and analyzed using Smart PLS and SPSS. Finding shows that service quality, product quality, and tariff competitiveness had a significant positive effect on satisfaction in forming customer loyalty (P-Value <0.05).

DOI: https://doi.org/10.51505/IJEBMR.2023.7407