THE INFLUENCE OF SERVICE QUALITY AND CUSTOMERS’ VALUE ON CUSTOMERS’ SATISFACTION AND THE IMPACT ON CUSTOMERS’ LOYALTY AT GRAPARI TELKOMSEL TSM BANDUNG

This study aims to determine how much influence service quality and customers’ value have on customer satisfaction loyalty at GraPARI Telkomsel TSM Bandung. The research method used is descriptive verification method, where data collected through observation, interviews, distributing questionnaires with a total sample of 97 respondents. testing instrument uses validity reliability tests. analysis path analysis, multiple correlation, coefficient determination. results showed that there was positive significant between increasing either simultaneously or partially. Based the findings in companies provide best will make an assessment services provided customers be loyal by themselves company. There difference this previous research, namely are no researchers who specifically discussed marketing strategies centers, especially