Analysis of the Effect of Service Quality on Customer Loyalty Through Commitment Service Quality: Study in Rest Area 65A and 65B Jasa Marga Kualanamu Tol

The purpose of this study is to examine the impact service quality on customer loyalty using commitment as a mediating variable. approach used in quantitative approach. This research sample from tenant partners Rest Area 65A and 65B Jasa Marga Kualanamu Toll. With total 190 respondents. survey data were obtained results completing questionnaire analyzed SEM-PLS analysis technique with help SmartPLS program. show that influences commitment. Commitment affects quality, but does not directly affect loyalty. Quality can retention when mediated through involvement sales engagement quiet areas.