FAKTOR - FAKTOR YANG MEMPENGARUHI LOYALITAS PELANGGAN DENGAN
KEPUASAN PELANGGAN SEBAGAI VARIABEL INTERVENING
(Studi Kasus pada PT. Go-Jek Indonesia)
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Institusion
Sekolah Tinggi Ilmu Ekonomi Indonesia Jakarta
Author
Irfan, Irfan
Subject
Manajemen Pemasaran
Datestamp
2021-12-02 06:30:19
Abstract :
The purpose of this study to find out how the influence of service quality and services price on Go-Jek customer loyalty with customer satisfaction as an intervening variable. The method used in this study is the survey method. The number of samples in this study were 96 college students of STEI Jakarta, who were selected by purposive sampling technique. The data analysis method used is path analysis and hypothesis testing. Based on the results of the first structural path analysis, service quality has a direct influence on Go-Jek customer satisfaction significantly. So even with services price, has a direct influence on Go-Jek customer satisfaction significantly. The results of the second structural path analysis, customer satisfaction has a direct influence on the loyalty of Go-Jek customers significantly. Service quality has an indirect influence on Go-Jek customer loyalty through customer satisfaction as an intervening variable. So even with services price, has an indirect influence on Go-Jek customer loyalty through customer satisfaction as an intervening variable. Keywords : Service Quality, Services Price, Customer Satisfaction, Customer Loyality
The purpose of this study to find out how the influence of service quality and services price on Go-Jek customer loyalty with customer satisfaction as an intervening variable. The method used in this study is the survey method. The number of samples in this study were 96 college students of STEI Jakarta, who were selected by purposive sampling technique. The data analysis method used is path analysis and hypothesis testing. Based on the results of the first structural path analysis, service quality has a direct influence on Go-Jek customer satisfaction significantly. So even with services price, has a direct influence on Go-Jek customer satisfaction significantly. The results of the second structural path analysis, customer satisfaction has a direct influence on the loyalty of Go-Jek customers significantly. Service quality has an indirect influence on Go-Jek customer loyalty through customer satisfaction as an intervening variable. So even with services price, has an indirect influence on Go-Jek customer loyalty through customer satisfaction as an intervening variable. Keywords : Service Quality, Services Price, Customer Satisfaction, Customer Loyality
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