PENGARUH E-SERVICE QUALITY, KUALITAS PELAYANAN DAN CITRA MEREK TERHADAP LOYALITAS PELANGGAN GOJEK DI KOTA DEPOK JAWA BARAT MELALUI KEPUASAN PELANGGAN SEBAGAI VARIABEL INTERVENING

• Main Author: Herfa Tanur, (Author)
• Format: Book
• Published: 2021-07-13.
• Subjects: Thesis; NonPeerReviewed
• Online Access: Link Metadata

Summary

Gojek is a company engaged in services that utilize technology. However, competitors are present by offering similar services, so Gojek needs to maintain customer loyalty. But now there is a problem because many Gojek users also use services from other companies due to the emergence of competitors. Therefore, the question posed by this study is whether e-service quality and brand image affect customer satisfaction and loyalty. This research is included in quantitative research, using data obtained through a questionnaire survey of 100 respondents using a Likert scale, then using Smart PLS 3.0 to process the data. The results obtained indicate that e-service quality has no significant effect on customer satisfaction. Variables of service quality and brand image have a significant effect on customer satisfaction. E-service quality has no significant effect on loyalty through customer satisfaction. Service quality and brand image have a significant effect on customer loyalty through customer satisfaction. And the results of the variable customer satisfaction affect customer loyalty.

Item Description

http://repository.upnvj.ac.id/17895/1/ABSTRAK.pdf
http://repository.upnvj.ac.id/17895/2/AWAL.pdf
http://repository.upnvj.ac.id/17895/3/BAB%201.pdf
http://repository.upnvj.ac.id/17895/4/BAB%202.pdf
http://repository.upnvj.ac.id/17895/5/BAB%203.pdf
http://repository.upnvj.ac.id/17895/6/BAB%204.pdf
http://repository.upnvj.ac.id/17895/7/BAB%205.pdf
http://repository.upnvj.ac.id/17895/8/DAFTAR%20PUSTAKA.pdf
http://repository.upnvj.ac.id/17895/9/RIWAYAT%20HIDUP.pdf
http://repository.upnvj.ac.id/17895/10/LAMPIRAN%20.pdf
http://repository.upnvj.ac.id/17895/11/ARTIKEL%20KI.pdf