ERWIN DWIYANTO

2502399435

Degree Strata 2

Program/Study Program MM (Management)

Faculty/School BINUS Business School Master Program

THESIS TITLE THE EFFECT OF SERVICE QUALITY (RESPONSIVENESS, ASSURANCE, TANGIBLE, EMPATHY, RELIABILITY) ON CUSTOMER SATISFACTION AND LOYALTY (Study of Customers of the Precast & Equipment Division of PT. Brantas Abipraya)