Sandriana Marina Primary Author Andi Darmawati Additional Author Indra Setiawan Additional Author

The objective of the study is to identify the effect of service quality on customer loyalty in PT. Garuda Indonesia, in particular at Emporium Pluit Mall Jakarta sales branch during the period from March to April 2012. There are two methods used in the study, the first is data collection taken from a field survey and literature study while the second is data analysis conducted through Likert scaling, regression analysis, determinant coefficient analysis and hypotheses testing. 100 respondents are involved in the study and the result shows that there is a strong relationship. Hypothesis testing shows that t count> t table (8.4009 > 1.020), therefore is rejected and is retained. As a result, there is a correlation between service quality (X) and customer loyalty (Y)