Afirudin, Mochammad (2026) Pengaruh Kualitas Layanan Elektronik, Kepuasan Pelanggan, dan Persepsi Harga Terhadap Loyalitas Pelanggan Pada Pengguna Aplikasi Grab di Surabaya. Undergraduate thesis, UPN Veteran Jawa Timur.
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Abstract
This study aims to analyze the effects of electronic service quality, customer satisfaction, and price perception on customer loyalty among Grab application users in Surabaya. The background of this study is based on the phenomenon of a decline in Grab’s Top Brand Index, which indicates a potential weakening of customer loyalty toward the Grab application. This study employs a quantitative approach using a survey method. Data were collected through questionnaires distributed to 105 respondents selected using purposive sampling from the population of Grab application users. The data were analyzed using the Partial Least Squares (PLS) method with the assistance of SmartPLS software to examine the relationships among the variables. The results show that electronic service quality has a positive effect on customer loyalty. Customer satisfaction also has a positive effect on customer loyalty. Furthermore, price perception has a positive effect on customer loyalty.
| Item Type: | Thesis (Undergraduate) | ||||||||
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| Subjects: | H Social Sciences > HC Economics H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management H Social Sciences > HF Commerce > HF5410 Marketing. Distribution of Products H Social Sciences > HF Commerce > HF5415.5 Customer services |
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| Divisions: | Faculty of Economic and Business > Departement of Management | ||||||||
| Depositing User: | Mochammad Afirudin | ||||||||
| Date Deposited: | 02 Sep 2026 04:36 | ||||||||
| Last Modified: | 02 Sep 2026 04:36 | ||||||||
| URI: | https://repository.upnjatim.ac.id/id/eprint/59747 |
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