| The objective of this research is to examine customer’s perception regarding PT. Jaya Kencana’s service performance for elevator and escalator and examine importance level of each service quality attributes. Beside that, this research also has objective to find out if there is a significant effect from service quality dimensions on customer satisfaction, to find out if there is a significant effect from customer satisfaction on customer loyalty and to test if switching cost moderate customer satisfaction on customer loyalty. This research use 2 products, elevator and escalator as the object. This research used a primary data. Data was collected with distribute questionnaires to participants that taken by random sampling. This research limited only for customers on Jakarta. The sample size was 84 customers that used elevator and escalator services. Analysis did by cartesius diagram and hypothesis test. Based on this research, company can know which attributes include in main priority, so company can do some improvement as soon as possible. Beside that, we also find that switching coat variable have moderate the relationship between cust satisfaction and customer loyality positively. That shown from regression linear progress when there is a switching cost variable between customer satisfaction and loyality, which have oderate this relationship positively. The conclusion is, PT Jaya Kencana needs to improve their service quality and stabilize the switching cost variable to maintain their customer satisfaction and loyality. |