Service Quality, Customer Satisfaction, and Loyalty toward GoJek Service

Tazkani Tazkani, . Halimatussakdiah

Abstract


The purpose of the study is to examine the effect of Gojek service quality toward customer satisfaction and loyalty in Banda Aceh.  The model of the research consisting of three variables: service quality, customer satisfaction, and customer loyalty.  The research population consisting of the Gojek customer in Banda Aceh, the sampling method is purposive sampling.  Data were collected from the Gojek customer in Banda Aceh (n = 250).  The data were analyzed using two analysis tools: Statistical Package for Social Science (SPSS) for descriptive analysis and Structural Equation Modeling (SEM AMOS) is used to examine verificatived hypotheses.  The result of analysis shown that Gojek service quality and customer satisfaction have a significant effect on son customer loyalty and customer satisfaction mediated the effect of Gojek service quality toward customer loyalty partially

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