Pengaruh service quality dan customer experience terhadap customer loyalty melalui customer satisfaction pada PT Uber Indonesia di Surabaya

Hermanto, Albert Agung (2017) Pengaruh service quality dan customer experience terhadap customer loyalty melalui customer satisfaction pada PT Uber Indonesia di Surabaya. Undergraduate thesis, Widya Mandala Catholic University Surabaya.

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Abstract

Penelitian ini dilakukan untuk mengetahui dan menjelaskan pengaruh Service Quality dan customer experience terhadap customer loyalty melalui customer satisfaction pada PT Uber Indonesia di Surabaya. Teknik analisis data yang digunakan adalah SEM (Structural Equation Modelling) dan menggunakan program LISREL. Penelitian ini mengambil 150 responden sebagai sampelnya yang dalam 1 bulan terakhir pernah menggunakan jasa PT Uber Indonesia di Surabaya, berdomisili di Surabaya, berusia minimal 17 tahun. Hasil dari penelitian ini adalah terbukti bahwa Service Quality dan customer experience berpengaruh positif dan signifikan terhadap customer loyalty melalui customer satisfaction pada PT Uber Indonesia di Surabaya. Bagi peneliti selanjutnya yang ingin melakukan penelitian mengenai service quality, customer experience, customer loyalty, dan customer satisfaction dapat menambahkan variabel-variabel lain. PT Uber Indonesia harus menjaga service quality dan menciptakan customer experience agar menimbulkan customer satisfaction yang baik, sehingga tercipta customer loyalty.

Item Type: Thesis (Undergraduate)
Department: ["eprint_fieldopt_department_Faculty of Business" not defined]
Uncontrolled Keywords: Service quality, customer experience, customer loyalty, customer satisfaction
Subjects: Business > Management
Divisions: Faculty of Business > Management Undergraduate Study Program
Depositing User: Albert Agung
Date Deposited: 03 Aug 2017 01:20
Last Modified: 03 Aug 2017 01:20
URI: http://repository.ukwms.ac.id/id/eprint/11969

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