Pengaruh Harga, Citra Merek, Kualitas Layanan, Dan Kepuasan Pelanggan, Terhadap Loyalitas Pelanggan Kereta Api Ekonomi Jayabaya
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Institusion
Sekolah Tinggi Ilmu Ekonomi Perbanas Surabaya
Author
Arsah, Avi Ady
Subject
330 - ECONOMICS
Datestamp
2024-06-10 03:34:51
Abstract :
This study examines the relationship between the effect of price, brand image, and service quality on customer satisfaction and customer loyalty of JayaBaya Economic Train. The type of research used is quantitative research through a consumer survey approach. The sampling technique used is purposive sampling. Data collection is done by survey method through google form filled in by respondents. The research sample used was 150 respondents who had used the JayaBaya Economy Train. In this study, the test used in statistical analysis is hypothesis testing with PLS-SEM (Partial Least Square Structural Equation Modeling) software and WarpPLS 7.0. Based on the processing results it can be concluded, (1) Price has a significant effect on customer satisfaction; (2) Brand image has no significant effect on customer satisfaction: (3) Service quality has a significant effect on customer satisfaction: (4) Customer satisfaction has a significant effect on customer loyalty. Keywords: Brand Image, Customer Satisfaction, Customer Loyalty, Price, Service Quality,
This study examines the relationship between the effect of price, brand image, and service quality on customer satisfaction and customer loyalty of JayaBaya Economic Train. The type of research used is quantitative research through a consumer survey approach. The sampling technique used is purposive sampling. Data collection is done by survey method through google form filled in by respondents. The research sample used was 150 respondents who had used the JayaBaya Economy Train. In this study, the test used in statistical analysis is hypothesis testing with PLS-SEM (Partial Least Square Structural Equation Modeling) software and WarpPLS 7.0. Based on the processing results it can be concluded, (1) Price has a significant effect on customer satisfaction; (2) Brand image has no significant effect on customer satisfaction: (3) Service quality has a significant effect on customer satisfaction: (4) Customer satisfaction has a significant effect on customer loyalty. Keywords: Brand Image, Customer Satisfaction, Customer Loyalty, Price, Service Quality,
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