The Effect of Service Quality on Customer Satisfaction and Loyalty in Using Go-Pay Service in Jabodetabek Area
Total View This Week0
Total View This Week0
Institusion
Sekolah Tinggi Manajemen Ipmi
Author
Djannah, Zaneth Raodathul
Subject
HF Commerce
Datestamp
2020-01-17 03:14:48
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
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
Download
book
BibTex
Latex, Jabref
cloud_download
Original Resource
url resource Institution
