Date: 20-09-2020 Digital Publication Services : OSREL | JABM | JAM | ABMR | ABMCS

PENGARUH ANALISA KUALITAS LAYANAN TERHADAP LOYALITAS DENGAN KEPUASAN PELANGGAN SEBAGAI VARIABEL INTERVENING

Detail
Author Gilang Wahyu Pamungkas
Category Manajemen Pemasaran

Abstract

This study was intended to find out the influence of the services quality towards customers loyalty with customers satisfaction as an intervening variable of case study for Go-Jek customers in Malang City. Data collection of this study was 100 questionnaires that distributed to the Go-Jek customers in Malang city using accidental sampling method, which anyone met by researcher can be used as respondents in this study. Data analysis techniques used in this study were test description, validity test, reliability test, path analysis method, F test, and t test. The result of data processing showed that the service quality variables have a significant effect on customers satisfaction in Malang. The service quality variables also have a significant effect on customers loyalty in Malang city. In addition, customers satisfaction variables affect customers loyalty in Malang. From the results of analysis path variable mediating, customers satisfaction has a significant effect on Go-Jek customers loyalty in Malang city.