| This study aims to determine whether there is a significant positive influence of service quality on PT CKDT’s customer satisfaction and loyalty. Various contradictory findings of several similar studies that have been done in the past years among the context of B2C and the B2B is the driver of this research. One of the industries that showed similar phenomenon is the chemical industry with PT CKDT as it’s object of observation. The similar research conducted at 2004 by Chumpitaz and Paparoidamis becomes the primary literature review of this research. Theoretical framework that includes theories about the service, customer satisfaction and customer loyalty serve as the theoretical foundation for this research. The variable that is being observed is the service quality (which is placed as an independent variable), customer satisfaction and customer loyalty (who are placed as the dependent variable). Three hypotheses were defined and being tested in this study, namely to find out whether there is a positive impact of service quality on customer satisfaction and customer loyalty, and to know whether there is a positive impact of customer satisfaction on customer loyalty. Data used in this study classified as primary data taken directly from PT CKDT’s remain customer. Required data taken using a questionnaire. The sampling method used is a non-probability sampling. The sampling technique used was purposive sampling. The number of samples taken are as many as 50 people. The tools of analysis used in this study is a simple linear regression. From the data analysis and discussion conducted, the research successfully obtained a sufficient evidence that support PT CKDT’s service quality does have a positive impact on customer satisfaction. The research also found a sufficient evidence to declare that there is a positive impact of service quality on customer loyalty. Consumer satisfaction is also known to have a positive impact on customer loyalty. |