The purpose of this research is to find contribution of service quality towards building customer
satisfaction, and the contribution of service quality towards customer loyalty, and the contribution of both
service quality and customer satisfaction towards customer loyalty simultaneously, and find out whether there is
any contribution of customer satisfaction to customer loyalty. The type of research used is associative survey and
the analysis technique used is path analysis. The data are obtained through a survey with questionaire as the
main instrument. This questionnaire is distributed to customers of Indosat BlackBerry ISATBB community.
Results showed that there are positive and significant contributions of service quality towards customer
satisfaction, customer satisfaction to customer loyalty, and service quality to customer loyalty all directly or
Hidayat C and Melinda P. (2009). KONTRIBUSI KUALITAS LAYANAN TERHADAP KEPUASAN SERTA DAMPAKNYA PADA LOYALITAS PELANGGAN. The Winners, 10 (2), 128-136.