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All Journal Kinerja Jurnal Hospitality dan Manajemen Jasa Jurnal Riset Manajemen Sekolah Tinggi Ilmu Ekonomi Widya Wiwaha Program Magister Manajemen Procuratio : Jurnal Ilmiah Manajemen Action Research Literate (ARL) Jurnal Keuangan dan Bisnis
Marcus Remiasa
Faculty of Economics, Petra Christian University
Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Environmental Science Health Professions Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Mathematics Social Sciences

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PENGARUH SERVICE QUALITY TERHADAP CUSTOMER SATISFACTION DAN DAMPAKNYA PADA REUSE INTENTION BUS PARIWISATA DI KOTA SURABAYA Zinedine, Jonathan; Claudia, Rania; Remiasa, Marcus
Jurnal Keuangan dan Bisnis Vol. 21 No. 2 (2023): Jurnal Keuangan Dan Bisnis Volume 21 Nomor 2 Oktober 2023
Publisher : Catholic University Musi Charitas

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.32524/jkb.v21i2.948

Abstract

This research is conducted to examine the influence of Service Quality and Customer Satisfaction on Reuse Intention on Tourism Bus in the City of Surabaya (Study on: Surabaya Heritage Track Bus). The questionnaire is distributed to 92 respondents that lived in Surabaya and Outside Surabaya and have used Surabaya Heritage Track Bus more than once. The type of research is casual research that using Partial Least Square analysis method - Structural Equation Model (PLS-SEM). The result shows that Service Quality has a significant effect on Customer Satisfaction, and Customer Satisfaction has a significant effect on Reuse Intention. Meanwhile, Customer Satisfaction has a mediating role from Service Quality to Reuse Intention.
Co-Authors Aprillia, Adriana Auditya, Ernest Kusuma Christianti, Amelia Claudia, Rania Devi Agni Surya, Devi Agni Dicky, Hieronimus Aprillian Fernanda, Felicia Gosali, Cindy Jovita Alfonso, Jovita Martjiono, Ricky Pentury, Lourino Valentino Putri, Angelina Wiratama Ranciu, Natalia Krissenzia Santoso, Reimons Santoso, Sylvi Pricillia Shelvy Anggraini Wijaya, Shelvy Anggraini Sherly Megawati Ongkoatmodjo, Sherly Megawati Sugianto, Monica Sugiharto, Terry Sugiharto, Terry Verina Onggusti, Verina Vito, Poh Yenny Lukman Zinedine, Jonathan