Veryani, Farida (2022) Pengaruh E-Service Quality Terhadap Loyalitas Pelanggan Melalui Kepuasan Pelanggan Sebagai Variabel Intervening (Studi Pada Pelanggan GrabBike) Di Surabaya. Undergraduate thesis, UPN Veteran Jawa Timur.
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Abstract
This study aims to determine and analyze the effect of e-service quality on customer loyalty through customer satisfaction as an intervention variable. This type of research is quantitative research. The method used in this study using Partial Least Square (PLS) analysis using SmartPLS 3.0 software to test the relationship between variables. The population in this study are GrabBike customers in the city of Surabaya. The number of samples in this study amounted to 100 respondents. Sampling technique using purposive sampling method. Data collection techniques obtained from the distribution of questionnaires using google form. seen from the results of this study indicate that e-service quality has a positive and significant effect on customer satisfaction, e-service quality has a positive and significant effect on customer loyalty, customer satisfaction has a positive and significant effect on customer loyalty, indirectly e-service quality has a significant effect on customer loyalty. positive and significant impact on customer loyalty through customer satisfaction. Key word: e-service quality, customer satisfaction, customer loyalty
| Item Type: | Thesis (Undergraduate) | ||||||||
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| Subjects: | H Social Sciences > HF Commerce > HF5001 Business. Business Administration H Social Sciences > HF Commerce > HF5415.5 Customer services |
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| Divisions: | Faculty of Social and Political Sciences > Departement of Business Administration | ||||||||
| Depositing User: | Farida Veryani | ||||||||
| Date Deposited: | 17 May 2022 04:19 | ||||||||
| Last Modified: | 17 May 2022 04:19 | ||||||||
| URI: | http://repository.upnjatim.ac.id/id/eprint/6054 |
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