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 study aims to determine whether the direct effect of service quality on loyalty and indirect influence through customer satisfaction. This type of research is a quantitative associative that discusses the influence of service quality on customer loyalty with customer satisfaction as an intervening variable. The object of research is the users of Gojek service applications during the period of October 2018 to August 2019. The path analysis technique is used to test the hypothesis. The results showed that service quality has an influence on customer satisfaction and customer loyalty, but satisfaction does not significantly affect loyalty so that the indirect relationship between quality and loyalty through customer satisfaction cannot be verified. Implications and suggestions are explained in the article.

 

 

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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 - 38. https://doi.org/10.36407/jmsab.v3i1.121
Section
Articles