Article Per Year (5 Year)
p-Index From 2021 - 2026
0.61
P-Index
This Author published in this journals
All Journal JURNAL MANAJEMEN BISNIS Optimal: Jurnal Ekonomi dan Manajemen Jurnal Riset Ekonomi dan Akuntansi
Muhammad Yuda Hendrawan
Unknown Affiliation
Decision Sciences, Operations Research & Management Economics, Econometrics & Finance

Published : 3 Documents Claim Missing Document
Claim Missing Document
Check
Articles

Found 1 Documents
Search
Journal : JURNAL MANAJEMEN BISNIS

 1 
Analysis of the Effect of Service Quality and Customer Satisfaction on Customer Loyalty Through Customer Engagement: Case Study of AHASS Workshop PT. Buana Jaya Lestari, Medan Sunggal Muhammad Yuda Hendrawan; Aqwa Naser Daulay; Budi Harianto
Jurnal Manajemen Bisnis Vol. 11 No. 2 (2024): September
Publisher : Pusat Penerbitan dan Publikasi Ilmiah, FEB, Universitas Muslim Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.33096/jmb.v11i2.894

Abstract

ABSTRACT The purpose of this study was to analyze the effect of service quality, satisfaction on customer loyalty through customer engagement AHHAS Workshop PT Buana Jaya Lestari. The sample in this study were 100 customers of AHHAS workshop PT Buana Jaya Lestari. Data collection was carried out through surveys using valid and reliable research instruments. Data analysis using path analysis assisted with the help of Smart PLS (Partial Least Square) software version 4.1.0.3. The results of this study indicate that customer satisfaction and customer engagement have a positive influence on customer loyalty, while service quality has no significant effect on customer loyalty. The novelty of this study appears in the finding of an insignificant effect of service quality on customer loyalty. AHHAS Workshop PT Buana Jaya Lestari needs to make efforts to improve service quality towards Customer Loyalty. AHASS workshops can make several efforts to improve the quality of its services, among others: Improve timeliness in completing services, speeding up customer waiting time, building trust with customers by providing quality service and trust with customers by providing quality service and integrity. with integrity.
Co-Authors Aqwa Naser Daulay Budi Harianto Harahap, Muhammad Ikhsan Hendra Ibrahim