Analisis Kualitas Pelayanan dan Pengaruhnya terhadap Loyalitas Pelanggan (Studi Kasus pada PT. Pos Indonesia (Persero) Kantor Pos Lawang)

The research aim to examine the influence of service quality's variables (i.e. tangibles,reliability, responsiveness, assurance, and empathy) on customer loyalty. Multiplelinear regression method, F-test and t-test were used to analyze data. The resultsproved the tangibles, reliability, responsiveness, assurance and empathy variables ofservice quality were significantly influenced the customer loyalty at PT. Pos Indonesia(Persero) Kantor Pos Lawang, both simultaneously and partially. Furthermore, thereliability variable of service quality was identified dominantly influence the customerloyalty