Herfa Tanur, . (2021) PENGARUH E-SERVICE QUALITY, KUALITAS PELAYANAN DAN CITRA MEREK TERHADAP LOYALITAS PELANGGAN GOJEK DI KOTA DEPOK JAWA BARAT MELALUI KEPUASAN PELANGGAN SEBAGAI VARIABEL INTERVENING. Skripsi thesis, Universitas Pembangunan Nasional Veteran Jakarta.
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Abstract
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 Type: | Thesis (Skripsi) |
|---|---|
| Additional Information: | [No.Panggil: 1710111102] [Pembimbing: Nobelson Syarief] [Penguji 1: Bernadin Dwi M] [Penguji 2: Rosali Sembiring Colia] |
| Uncontrolled Keywords: | E-service Quality, Service Quality, Brand Image, Customer Loyalty, Customer Satifaction |
| Subjects: | H Social Sciences > H Social Sciences (General) H Social Sciences > HA Statistics H Social Sciences > HB Economic Theory H Social Sciences > HE Transportation and Communications H Social Sciences > HF Commerce H Social Sciences > HN Social history and conditions. Social problems. Social reform |
| Divisions: | Fakultas Ekonomi dan Bisnis > Program Studi Manajemen (S1) |
| Depositing User: | Herfa Tanur |
| Date Deposited: | 06 Jun 2022 03:45 |
| Last Modified: | 06 Jun 2022 03:45 |
| URI: | http://repository.upnvj.ac.id/id/eprint/17895 |
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