Atika Kesha Febriyani, . (2025) ANALISIS LOYALITAS PELANGGAN YANG DIMEDIASI KEPUASAN PELANGGAN PADA PENGGUNA RIDE HAILING GRAB DI DKI JAKARTA. Skripsi thesis, Universitas Pembangunan Nasional Veteran Jakarta.
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Abstract
The rapid growth of ride-hailing services in Indonesia has increased public mobility; however, it also poses challenges in maintaining customer loyalty due to inconsistencies in service quality and promotional effectiveness. This condition highlights customer satisfaction as a crucial factor in building user loyalty. This study aims to examine, verify, and analyze the effects of service quality and promotion on customer loyalty, with customer satisfaction as a mediating variable among Grab users in DKI Jakarta. This research adopts a quantitative approach with a sample of 138 respondents who actively use Grab and meet the research criteria. The sampling technique employed was non-probability sampling. Data analysis was conducted using the Partial Least Squares–Structural Equation Modeling (PLS-SEM) method with the assistance of SmartPLS version 4.0. The results indicate that service quality and promotion do not have a direct effect on customer loyalty, while customer satisfaction has a significant effect on customer loyalty; however, it does not fully mediate the relationship between service quality, promotion, and customer loyalty.
| Item Type: | Thesis (Skripsi) |
|---|---|
| Additional Information: | [No.Panggil: 2210111119] [Pembimbing: Alfatih Sikki Manggabarani] [Penguji 1: Miguna Astuti] [Penguji 2: Risty Rahma Dafina] |
| Uncontrolled Keywords: | Customer Loyalty, Customer Satisfaction, Promotion, Service Quality |
| Subjects: | H Social Sciences > H Social Sciences (General) H Social Sciences > HB Economic Theory H Social Sciences > HD Industries. Land use. Labor H Social Sciences > HE Transportation and Communications |
| Divisions: | Fakultas Ekonomi dan Bisnis > Program Studi Manajemen (S1) |
| Depositing User: | ATIKA KESHA FEBRIYANI |
| Date Deposited: | 17 Mar 2026 01:48 |
| Last Modified: | 17 Mar 2026 01:48 |
| URI: | http://repository.upnvj.ac.id/id/eprint/41323 |
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