Pengaruh kualitas layanan terhadap loyalitas pelanggan dengan kepuasan pelanggan sebagai variabel intervening

  • Rita Zahara Manajemen, Sekolah Tinggi Ilmu Ekonomi Pengembangan Bisnis dan Manajemen
Keywords: Service quality, customer satisfaction, customer loyalty

Abstract

This research is the quantitative associative type that discusses the effect of service quality, on customer loyalty and customer satisfaction as an intervening variable.
The object of this research is people who ever use application and use Gojek services at least 3 (three) times since the study began, that is October 2018 until August 2019.
The test used is a statistical test using the SPSS program that is a test of normality, validity, reliability, classic assumptions, hypotheses, determination, multiple regression, and path analysis to see the intervening variable whether it has an influence on dependent variable.

 

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Published
2020-01-22
How to Cite
Zahara, R. (2020). Pengaruh kualitas layanan terhadap loyalitas pelanggan dengan kepuasan pelanggan sebagai variabel intervening. Jurnal Manajemen Strategi Dan Aplikasi Bisnis, 3(1), 31 - 40. Retrieved from http://ejournal.imperiuminstitute.org/index.php/JMSAB/article/view/121
Section
Articles