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All Journal Journal of Language and Literature UG Journal Prosiding KOMMIT Prosiding PESAT Falah : Jurnal Ekonomi Syariah International Research Journal of Business Studies (E-Journal) Majalah Ilmiah Bijak Jurnal Review Pendidikan dan Pengajaran (JRPP) International Journal of Business, Law, and Education Bisnis Net : Jurnal Ekonomi dan Bisnis ProBisnis : Jurnal Manajemen ASEAN Marketing Journal Cerdika: Jurnal Ilmiah Indonesia West Science Interdisciplinary Studies West Science Interdisciplinary Studies Journal Innovations Computer Science Journal on Economics, Management and Business Technology
Teddy Oswari
Fakultas Ekonomi, Universitas Gunadarma
Humanities Civil Engineering, Building, Construction & Architecture Computer Science & IT Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Environmental Science Health Professions Industrial & Manufacturing Engineering Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Neuroscience Public Health Social Sciences Other

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Journal : Journal on Economics, Management and Business Technology

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The Effect of Service Quality, Price Perception, And Brand Image on Customer Loyalty Through Customer Satisfaction of Grab Transportation in Bekasi City Sujarwan, Agus Harry; Oswari, Teddy
Journal on Economics, Management and Business Technology Vol. 3 No. 1 (2024): September: Economics, Management and Business Technology
Publisher : IHSA Institute

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.35335/jembut.v3i1.232

Abstract

PT Grab Teknologi Indonesia operates in the transport service sector as an intermediary between motorbike taxi drivers and customers. In addition, various additional features such as purchasing, payment, and delivery of goods also help in the shopping process with flexibility from various locations. The purpose of this study is to determine the effect of service quality, price perception, and brand image on customer loyalty through Grab customer satisfaction in Bekasi city. This study uses a population of Grab service users in Bekasi City, primary data, namely data conducted by distributing questionnaires to 120 respondents who use Grab services in Bekasi City. With the tests carried out are: validity test, reliability test, outer model measurement model (convergent validity, discriminant validity, composite reliability test), then there is a structural model or inner model (coefficient of determination R square, model fit evaluation), and finally there is hypothesis testing (path coefficient and specific indirect effect). The results of path analysis show that 1) Service quality and price perceptions directly have an insignificant effect on customer loyalty. 2) Brand image and customer satisfaction directly have a significant effect on customer loyalty. 3) Customer satisfaction directly has a significant effect on customer loyalty. 4) Service quality, perceived price, and brand image directly have a significant effect on customer satisfaction. 5) Service quality, price perception, and brand image have a significant effect on customer loyalty through customer satisfaction with a smaller / greater influence value than the direct effect (without going through intervening variables).
Co-Authors Achmad Benny Mutiara Agung, Prasodjo Aries Muslim Bambang Purwoko Defi Julianti Donny Erlangga E. Susy Suhendra Emy Haryatmi Erni Hastuti Fatmawati Sabur Freely, Janice Debora Halim, Akhriza Himanshu Dutt Ibrahim, Nur Wahyuningsih Judijanto, Loso Kemala, Ade Dewi Muhammad Aria Wahyudi Muhammad Yusuf Muharam, Indra Fahreza Reni Diah Kusumawati Rianti Setyawasih Rifky Awaludin Rina Destiana Rowi, Armein Sjuhary Satya Arisena Hendrawan, Satya Arisena Setiawati, Apriliasih Shukla, Vijay Kumar Sujarwan, Agus Harry Tazali, Imam TR, A. Taufik Hidayah Tristyanti Yusnitasari Utami, Eva Yuniarti Zulham, Zulham