Building A Customer Loyalty Through Service Quality Mediated by Customer Satisfaction

ABSTRACT: The aims of this research is to determine the effect of service quality on customer loyaltymediated bycustomer satisfaction in tourism visited KepulauanSeribu, Jakarta. Research type is quantitativeusing SEM the factor analysis method, and the tools used SPSS and Amos 23. The object of analysis istouristwho were visited KepulauanSeribu, Jakarta. The research design is single cross sectional, a sample size of 150respondents.The results indicate an positive significant direct effect of service quality on customer satisfaction,customer satisfaction has significant direct effect on customer loyalty, there is no positive and significant directeffect of service quality on customer loyalty. Customer satisfaction has full mediated between service qualityand customer loyalty

Key word: Service Quality; Customer Satisfaction; Customer Loyalty