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All Journal JURNAL ILMIAH MANAJEMEN & BISNIS DINAMIKA DOTCOM Dinamika Ekonomi - Jurnal Ekonomi dan Bisnis JAIM (Jurnal Abdi Masyarakat) J-ADIMAS (Jurnal Pengabdian kepada Masyarakat) Inspirasi Ekonomi : Jurnal Ekonomi Manajemen Adbis : Jurnal Administrasi dan Bisnis Jurnal ABM Mengabdi Akuntansi Bisnis & Manajemen (ABM) Jurnal Pengabdian Kepada Masyarakat Nomico Jurnal Pengabdian Kepada Masyarakat
Dwi Danesty Deccasari
STIE Malangkucecwara
Humanities Computer Science & IT Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Environmental Science Health Professions Industrial & Manufacturing Engineering Languange, Linguistic, Communication & Media Public Health Social Sciences Other

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Journal : Adbis : Jurnal Administrasi dan Bisnis

 1 
PENGARUH KUALITAS LAYANAN TERHADAP LOYALITAS PELANGGAN DENGAN KEPUASAN PELANGGAN SEBAGAI VARIABEL INTERVENING PADA JASA TRANSPORTASI OJEK ONLINE (Studi Kasus Pada Konsumen Gojek Malang) Dwi Danesty Deccasari
Adbis: Jurnal Administrasi dan Bisnis Vol 12, No 1 (2018): Jurnal Administrasi dan Bisnis 2018
Publisher : Politeknik Negeri Malang

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.33795/j-adbis.v12i1.41

Abstract

The purpose of this research is to analyze the extent of Customer Satisfaction variables are able to improve Service Quality significantly to Customer Loyalty to consumers in Malang. The population in this study are customers who have used online transportation service Gojek in Malang. The sampling technique used in the research is using non probabilitysampling method with sampling method that used is accidental sampling. From the result of path analysis in the above table, it can be concluded that the influence of the service quality on customer satisfaction (Y1) of 79.5%. This means that from the five dimensions of service quality, dimensions that further affect customer satisfaction is the dimension of reliability, responsiveness, and empathy.Based on the result of determination test (R²) = 0,722 known that variable of service quality and customer satisfaction variable able to contribute 72.2% to customer loyalty.
Co-Authors Aminul amin Anang Amir Kusnanto Andiani, Lidia Andini, Lydia Ardian, Gredy Yudha Ari Sulistyani Bunyamin Bunyamin Dheva Novianda Saputri Dian Mawar Didik Priyo Didik Priyo Sugiharto Edi Sudiarto Eko Sudjawoto Evi Maria Hedher Tuakia Janan, Suci Syifaun Kadarusman . Lailatul Badriyah Lailatus Sa’adah Lating, Noval Ali Lindananty Lindananty Marli Marli - - Marli, Marli Maulina Mesak Yandri Masela Ni Nyoman Suarniki Renna Li’is Raaqi Nuurika Rina Rahmawati Rina Rahmawati Shafira, Maura Siti Munfaqiroh Siwi Dyah Ratnasari Sri Indrawati Widanarni Pudjiastuti Wiyarni Wiyarni Yupono Bagyo Yuyuk Liana Zainul Arifin