Persepsi Nilai dan Kualitas Hubungan Terhadap CCB dengan Mediasi Kepuasan Pelanggan pada Transportasi Online Grab di Surabaya

Aisy, Aribah Rihadatul (2019) Persepsi Nilai dan Kualitas Hubungan Terhadap CCB dengan Mediasi Kepuasan Pelanggan pada Transportasi Online Grab di Surabaya. Masters thesis, STIE Perbanas Surabaya.

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Official URL: https://ojs.unpkediri.ac.id/

Abstract

This study was aimed to determine The Effect OfPerceived Value and Relationship Quality Towards Customer Citizenship Behavior (CCB) to Online Transportation Grab in Surabaya: With Satisfaction as an Intervening Variable.The samples of this study is 200 people who used Grab in Surabaya and collecting data was conduct by questionairesdistributed directly to the respondent. Sample were analyzed by purposive sampling technique with non probability sampling methods. The statistical method used PLS followed by software WarpPLS. The result of this study showed that Customer satisfaction partially influences mediation on the relationship quality with Customer Citizenship Behavior (CCB). Furthermore, Customer satisfaction does not have a partial or overall mediating effect on the Perceived Value with CustomerCitizenship Behavior (CCB).

Item Type: Thesis (Masters)
Subjects: 600 - TECHNOLOGY > 658 - GENERAL MANAGEMENT > 658.85 - PERSONAL SELLING
Divisions: Magister of Management
Depositing User: Perpustakaan STIE Perbanas Surabaya
Date Deposited: 05 Feb 2021 02:37
Last Modified: 05 Feb 2021 02:37
URI: http://eprints.perbanas.ac.id/id/eprint/4902

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