PENGARUH E-SERVICE QUALITY, KUALITAS PELAYANAN DAN CITRA MEREK TERHADAP LOYALITAS PELANGGAN GOJEK DI KOTA DEPOK JAWA BARAT MELALUI KEPUASAN PELANGGAN SEBAGAI VARIABEL INTERVENING
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....
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2021-07-13.
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| 245 | 0 | 0 | |a PENGARUH E-SERVICE QUALITY, KUALITAS PELAYANAN DAN CITRA MEREK TERHADAP LOYALITAS PELANGGAN GOJEK DI KOTA DEPOK JAWA BARAT MELALUI KEPUASAN PELANGGAN SEBAGAI VARIABEL INTERVENING |
| 260 | |c 2021-07-13. | ||
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| 500 | |a http://repository.upnvj.ac.id/17895/10/LAMPIRAN%20.pdf | ||
| 500 | |a http://repository.upnvj.ac.id/17895/11/ARTIKEL%20KI.pdf | ||
| 520 | |a 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. | ||
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| 690 | |a HE Transportation and Communications | ||
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