@thesis{thesis,
		author={Rismatio  Rismatio},
		title ={The Influence Of Service Quality On Customer Loyalty : The Moderating Role Of Service Innovation Of Pt. Pos Indonesia Perceived By College Student In Kelurahan  Rawajati},
		year={2020},
		url={https://repository.ipmi.ac.id/1053/},
		abstract={Courier service company is one of the lines of business that is strongly influenced by the existence of e-commerce. In Indonesia, PT. Pos  Indonesia has long noted its existence; also known as the first courier company. However, this record does not make them the leading company in the sector. This study aimed to evaluate the relationship between service quality and customer loyalty in moderating PT. Pos  Indonesia?s service innovation for the period 2017 to 2020 (second quarter). Data  collected  using  online questionnaire  from  college  student  in  3  (three)  universities  in 
Kelurahan Rawajati, Kalibata, Jakarta.  The choices of this research are based on mono method that using quantitative method to determine the relationship between service quality and customer loyalty  within  a  population.  The  result  shows  that  the  small  impact  on  moderating  service innovation in relationship between service quality and customer loyalty in PT. Pos  Indonesia. This study  has  added  the  knowledge  on  courier  service  company  and  insight  to  improve  service innovation in PT. Pos  Indonesia. Therefore, PT. Pos  Indonesia should provide the excellent service quality to maintain the customer loyalty and start to develop service innovation in their business.

Keywords: service quality, service innovation, customer loyalty and moderating effect}
		}