@thesis{thesis,
		author={Djannah  Zaneth Raodathul},
		title ={The Effect of Service Quality on Customer Satisfaction and Loyalty in Using Go-Pay Service in Jabodetabek Area},
		year={2019},
		url={https://repository.ipmi.ac.id/276/},
		abstract={Purposes ? the aim of this research is to investigate the effect of service quality on customer satisfaction, service quality to customer loyalty, and customer satisfaction on customer loyalty in using Go-pay. Design/methodology/approach ? this research utilized a quantitative approach focusing on cause and effect relationship among variables. The research involved 100 Go-pay users as samples. The analysis technique used in this research is Partial Least Square (PLS). Findings ? the result indicated that service quality positively effect on customer satisfaction, service quality does not have positive effect on customer loyalty, and customer satisfaction has a positive effect on customer loyalty. Significance of the study ? the study of ?The Effect of Service Quality on Customer Satisfaction and Customer Loyalty in using Go-pay Services? should be have beneficial for future researchers to design their investigation on similar research. Moreover, the finding could help Go-pay and the other company to improve their service quality.  

Keywords: Service Quality, Customer Satisfaction, Customer Loyalty, PLS}
		}