SARI, ANISAFITRI RATNA (2023) PENGARUH KUALITAS PELAYANAN TERHADAP LOYALITAS MELALUI KEPUASAN PELANGGAN SEBAGAI VARIABEL INTERVENING PADA PENGGUNA GOJEK DI KABUPATEN LAMONGAN. Undergraduate thesis, UPN VETERAN JAWA TIMUR.
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Abstract
This study aims to determine the effect of service quality on customer loyalty through customer satisfaction in Go-Jek online transportation service users in Lamongan Regency. This research uses quantitative methods, because in this study the data obtained is in the form of numbers and analyzed using SEM-Partial Least Square (PLS) Analysis. The types and sources of data used in this study are primary data and secondary data. Data collection techniques are carried out by distributing questionnaires. The population used in this study was consumers who had used Go-Jek online transportation in Lamongan Regency, which had the number of samples used in this study was 100 respondents. The sampling technique taken is to use probability sampling. Data Analysis used is using the partial least square (PLS) method because it tests the relationship established between one or more independent variables and one or more dependent variables. The results showed that the quality of service has a positive and significant effect on customer loyalty. Service quality has a positive and significant effect on Customer Satisfaction. Customer satisfaction has a positive and significant effect on customer loyalty. Indirectly, the quality of service has a positive and significant effect on customer loyalty through customer satisfaction. Keywords: Service Quality, Customer Loyalty, Customer Satisfaction.
| Item Type: | Thesis (Undergraduate) | ||||||||
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| Subjects: | H Social Sciences > HF Commerce > HF5001 Business. Business Administration H Social Sciences > HF Commerce > HF5410 Marketing. Distribution of Products |
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| Depositing User: | ANISAFITRI RATNA SARI | ||||||||
| Date Deposited: | 10 Mar 2023 05:54 | ||||||||
| Last Modified: | 10 Mar 2023 05:54 | ||||||||
| URI: | http://repository.upnjatim.ac.id/id/eprint/12301 |
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