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p-Index From 2021 - 2026
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All Journal Economics and Business Journal
Triana Prihatinta
Politeknik Negeri Madiun, Indonesia
Economics, Econometrics & Finance

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The Influence of Service Excellence, Price, and Promotion on Customer Loyalty Through Customer Satisfaction of Gojek in Magetan Muhammad Supriyanto; Triana Prihatinta; Rino Desanto Wiwoho; Dinesh Basti Farani
Economics and Business Journal (ECBIS) Vol. 4 No. 6 (2026)
Publisher : PT. Maju Malaqbi Makkarana

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.47353/ecbis.v4i6.604

Abstract

The rapid advancement of digital technology has transformed the transportation industry landscape through application-based ride-sharing services. This study aims to analyze the influence of Service Excellence, Price Perception, and Promotion on Customer Loyalty, with Customer Satisfaction acting as a mediating variable among Gojek users in Magetan Regency. A quantitative approach with a causal research design was employed. The sample consisted of 200 Gojek users selected via non-probability sampling (a combination of purposive and accidental sampling). Data analysis was executed using Structural Equation Modeling based on Partial Least Squares (PLS-SEM) using SmartPLS software. Hypothesis testing results revealed that Service Excellence, Price Perception, and Promotion have significant positive effects on Customer Satisfaction. In terms of direct impacts on Customer Loyalty, only Promotion and Customer Satisfaction demonstrated significant effects, whereas Service Excellence and Price Perception had no direct significant effect. Indirect effect analysis confirmed that Customer Satisfaction plays a full mediating role in the relationships of Service Excellence and Price Perception on Customer Loyalty, and a partial mediating role in the relationship between Promotion and Customer Loyalty.
Co-Authors Dinesh Basti Farani Muhammad Supriyanto Rino Desanto Wiwoho