Damayanti, Ailen Febian Mirela (2022) Pengaruh Kualitas Layanan, Kepuasan Pelanggan, Keterikatan Pelanggan Terhadap Loyalitas Pelanggan Muslimah Pengguna Go-ride atau Go-car. Undergraduate thesis, Universitas Hayam Wuruk Perbanas Surabaya.
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Abstract
During COVID-19 pandemic, when people intent to travel they are more concerned about their health hoping that they can travel safely. Companies are competing to attract consumer interest by: creating online transportation services that are in accordance with government recommendations to comply with health protocols of course by maintaining cleanliness. and security, it can be said that, Go-jek is one of the online transportation services that are in demand by the public. Especially on Go-ride or Go-car services. The purpose of this research is for Service Quality, Customer Satisfaction, Customer Attachment to Loyalty of Muslim customers who use Go-ride or Go-car. The research method used is a clause research using quantitative research. The sample in this study were Muslim Go-ride or Go-car users as many as 100 respondents using purposive sampling technique. The analysis technique in this study uses WARP Partial Last Square (PLS) analysis. The results in this study proved that (1) Service quality has an effect on customer satisfaction.... (2) Satisfaction affects.... on customer engagement; (3) Service quality has an effect on customer loyalty.... (4) Customer satisfaction has an effect on customer loyalty; (5) Customer engagement has an effect on customer loyalty.
| Item Type: | Thesis (Undergraduate) |
|---|---|
| Subjects: | 600 - TECHNOLOGY > 650 - 659 MANAGEMENT & PUBLIC RELATIONS > 658 - GENERAL MANAGEMENT > 658.8 - MANAGEMENT OF MARKETING |
| Divisions: | Bachelor of Islamic Economic |
| Depositing User: | AILEN FEBIAN MIRELA DAMAYANTI |
| Date Deposited: | 08 Jul 2022 02:31 |
| Last Modified: | 31 Oct 2022 04:07 |
| URI: | http://eprints.perbanas.ac.id/id/eprint/9402 |
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