Pengaruh Service Failure Dan Service Recovery Terhadap Loyalitas Pelanggan Alfamart (Studi Kasus Pada Pelanggan Alfamart, Kelurahan Pademangan Barat, Kecamatan Pademangan, Jakarta Utara)
Abstract
Abstract.
This research aims to examine and analyze the influence of service failure and service recovery on
customer loyalty at Alfamart in the West Pademangan Sub-District, Pademangan District, North
Jakarta. A descriptive quantitative approach was employed using a survey method. Data were collected
through questionnaires distributed to 200 respondents and analyzed using SmartPLS version 4. The
results of the t-test (partial test) show that service failure has a negative and significant effect on
customer loyalty, with a t-statistic of 2.576 > t-table 1.96 and a p-value of 0.010 < 0.05. Service
recovery also has a positive and significant effect on customer loyalty, with a t-statistic of 7.853 > t-table
1.96 and a p-value of 0.000 < 0.05. This means that 45.1% of the variation in customer loyalty can be
explained by these two variables
Keywords: Service Failure, Service Recovery, Customer Loyality, Alfamart
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