The Influence of Service Quality on Customer Loyalty through Satisfaction (Study on Fast Boat D’Camel Fast Ferry)

ABSTRACT: This study aims to explain the influence of service quality on customer loyalty throughsatisfaction. This study was conducted at fast boat D’Camel Fast Ferry with a total sample of 100 respondentswho have never used a fast boat D’Camel Fast Ferry minimum of two times in a period of 1 year. The resultsshowed that all hypothesis is accepted. (1) The effect of quality of service on customer loyalty is positive andsignificant, (2) the effect of quality of service on satisfaction is positive and significant, (3) satisfaction has apositive and significant impact on customer loyalty as well as (4) satisfaction capable of mediating influenceservice quality positively and significantly customer loyalty indirectly.

KEYWORDS:quality of service, customer loyalty, satisfaction