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I Gde Yudi Hendrawan3
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Economics, Econometrics & Finance

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PENGARUH SERVICE QUALITY DAN PERSEPSI HARGA TERHADAP LOYALITAS PENGGUNA JASA TRANSPORTASI MELALUI KEPUASAN PELANGGAN PADA GANESA TRANSPORT Ni Luh Putu Juniantari; Ni Putu Nita Anggraini2; I Gde Yudi Hendrawan3
JUIMA : JURNAL ILMU MANAJEMEN Vol 10 No 2 (2020): JUIMA : JURNAL ILMU MANAJEMEN
Publisher : Program Studi Manajemen Fakultas Ekonomi dan Bisnis Universitas Mahasaraswati Denpasar

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (57.344 KB) | DOI: 10.36733/juima.v10i2.1389

Abstract

Increasing competition demands business people to maximize the performance of a company. This research was conducted based on the phenomenon of customer fluctuations that make repeat orders, fluctuations in customer complaints on Ganesha Transport and the research gap. This study aims to reexamine the effect of service quality variables and price perceptions on the loyalty of users of transportation services through customer satisfaction This research was conducted at Ganesha Transport in Badung, Bali. This research is quantitative. The sampling technique in this study is non probability sampling with a purposive sampling method, with a total sample of 100 respondents. The data analysis technique in this research is PLS. The results showed that service quality has a positive and significant effect on customer satisfaction, price perception has a positive and significant effect on customer satisfaction, customer satisfaction has a positive and significant effect on customer loyalty, service quality has a positive and significant effect on customer loyalty, price perception has a positive and significant effect on customer loyalty, service quality has a positive and significant effect on customer loyalty through customer satisfaction, and price perception has a positive and significant effect on customer loyalty through customer satisfaction.
PENGARUH SERVICE QUALITY DAN PERSEPSI HARGA TERHADAP LOYALITAS PENGGUNA JASA TRANSPORTASI MELALUI KEPUASAN PELANGGAN PADA GANESA TRANSPORT Ni Luh Putu Juniantari; Ni Putu Nita Anggraini2; I Gde Yudi Hendrawan3
JUIMA : JURNAL ILMU MANAJEMEN Vol. 10 No. 2 (2020): JUIMA : JURNAL ILMU MANAJEMEN
Publisher : Program Studi Manajemen Fakultas Ekonomi dan Bisnis Universitas Mahasaraswati Denpasar

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (326.538 KB) | DOI: 10.36733/juima.v10i2.1389

Abstract

Increasing competition demands business people to maximize the performance of a company. This research was conducted based on the phenomenon of customer fluctuations that make repeat orders, fluctuations in customer complaints on Ganesha Transport and the research gap. This study aims to reexamine the effect of service quality variables and price perceptions on the loyalty of users of transportation services through customer satisfaction This research was conducted at Ganesha Transport in Badung, Bali. This research is quantitative. The sampling technique in this study is non probability sampling with a purposive sampling method, with a total sample of 100 respondents. The data analysis technique in this research is PLS. The results showed that service quality has a positive and significant effect on customer satisfaction, price perception has a positive and significant effect on customer satisfaction, customer satisfaction has a positive and significant effect on customer loyalty, service quality has a positive and significant effect on customer loyalty, price perception has a positive and significant effect on customer loyalty, service quality has a positive and significant effect on customer loyalty through customer satisfaction, and price perception has a positive and significant effect on customer loyalty through customer satisfaction.
Co-Authors Ni Luh Putu Juniantari Ni Luh Putu Juniantari Ni Putu Nita Anggraini2 Ni Putu Nita Anggraini2