The Influence of Service Quality and Personnel Competency on Customer Loyalty through Customer Satisfaction

Abstract

Service is the key to success in various businesses or activities related to service activities, by providing optimal service, the organization can satisfy customers or the community. This study aims to determine the effect of service quality and personal competence on customer loyalty and the role of customer satisfaction as an intervening variable. This research method uses a quantitative approach with the population in this study being customers of UPTD service users of the East Luwu Environmental Service Laboratory. Determination of research samples using the Purposive Sampling  method with the criteria of customers who have used the services of UPTD East Luwu Environmental Service Laboratory The determination of the number of samples was 96 people. Data analysis using SEM analysis with the help of PLS 3 application. The results showed that service quality and personal competence had a positive and significant effect on customer loyalty and customer satisfaction successfully mediated the relationship between service quality and personal competence on customer loyalty