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All Journal Journal of Management and Social Sciences Jurnal Terekam Jejak (JTJ)
Alex Tribuana Sutanto
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Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Law, Crime, Criminology & Criminal Justice Social Sciences

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Journal : Journal of Management and Social Sciences

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The Effect Of Service Quality and Promotion On Customer Loyalty With Customer Satisfaction as a Moderating Variable at PT. Global Trans Nusa Tengku Monica Tan; Sofiyan Sofiyan; Hendry Hendry; Alex Tribuana Sutanto
Jurnal of Management and Social Sciences Vol. 2 No. 2 (2024): April : Journal of Management and Social Sciences
Publisher : CV. Aksara Global Akademia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.59031/jmsc.v2i2.389

Abstract

The purpose of this study was to determine the effect of service quality and promotion on customer loyalty with customer satisfaction as a moderating variable at PT Global Trans Nusa. The method used in this research is quantitative descriptive method which is carried out through data collection using questionnaires and statistical testing data analysis. The sample taken in this study were all customers who had used the services of PT Global Trans Nusa, totaling 85 people. The data analysis used is MRA analysis using the IBM SPSS Statistics version 26 application. The results showed that Service Quality has an effect on Customer Loyalty at PT Global Trans Nusa. Promotion has an effect on Customer Loyalty at PT Global Trans Nusa. Service Quality and Promotion affect Customer Loyalty at PT Global Trans Nusa. Customer Satisfaction cannot moderate the effect of Service Quality on Customer Loyalty at PT. Global Trans Nusa. Customer Satisfaction cannot moderate the effect of Promotion on Customer Loyalty at PT. Global Trans Nusa. Customer Satisfaction cannot moderate the effect of Service Quality and Promotion on Customer Loyalty at PT. Global Trans Nusa.
The Effect Of Service Quality and Promotion On Customer Loyalty With Customer Satisfaction as an Intervening Variable at PT. Jetindo Nagasakti Transekspress Medan Christopher Alexander Mahidin; Nagian Toni; Fenny Krisna Marpaung; Alex Tribuana Sutanto; Hendry Hendry
Jurnal of Management and Social Sciences Vol. 2 No. 2 (2024): April : Journal of Management and Social Sciences
Publisher : CV. Aksara Global Akademia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.59031/jmsc.v2i2.390

Abstract

The purpose of this research was to determine the influence of service quality and promotion on customer loyalty with customer satisfaction as an intervening variable at PT. Jetindo Nagasakti Transekspress Medan. The method used in this research is a quantitative descriptive method which is carried out through data collection using questionnaires and statistical testing data analysis. The samples taken in this research were all customers who had used the services of PT. Jetindo Nagasakti Transekspress Medan, numbering 85 people. The data analysis used is path analysis using the IBM SPSS Statistics version 26 application. The research results show that Service Quality influences customer satisfaction at PT. Jetindo Nagasakti Transekspress Medan. Promotions influence customer satisfaction at PT. Jetindo Nagasakti Transekspress Medan. Service quality influences customer loyalty at PT. Jetindo Nagasakti Transekspress Medan. Promotions influence customer loyalty at PT. Jetindo Nagasakti Transekspress Medan. Customer satisfaction influences customer loyalty at PT. Jetindo Nagasakti Transekspress Medan. Service quality influences customer loyalty with customer satisfaction as an intervening variable at PT. Jetindo Nagasakti Transekspress Medan. Promotions influence customer loyalty with customer satisfaction as an intervening variable at PT. Jetindo Nagasakti Transekspress Medan.
Co-Authors Christopher Alexander Mahidin Hendry . Marpaung, Fenny Krisna Nagian Toni Sofiyan Tengku Monica Tan