Service Quality and Consumer Loyalty : A Meta Analysis Study

Consumer loyalty is one of the competitive advantage to survive in the intensive competition era. The result of previous study is not conclusive enough. Many studies were emphasized only in one particular industry, lack of deep repeated measurement, and the total number of the participants were very small. The aim of this study is to understand more comprehensively the relationship between service quality and consumer loyalty. The research method is meta analysis using sampling error and error of measurement artifacts. The result from two artifacts showed the correlation of service quality and consumer loyalty indicated positive correlation. It is important for companies to highlight this result and improve service quality in order to grab consumer loyalty to survive in the competition.