Article Per Year (5 Year)
p-Index From 2020 - 2025
0.23
P-Index
This Author published in this journals
All Journal OPERATION EXCELLENCE: Journal of Applied Industrial Engineering
Purba, Ines Adewinda
Unknown Affiliation
Decision Sciences, Operations Research & Management

Published : 1 Documents Claim Missing Document
Claim Missing Document
Check
Articles

Found 1 Documents
Search

 1 
The influence of service quality on customer satisfaction in maintaining loyalty at Coco SPBU in Medan City Purba, Ines Adewinda; Surjasa, Dadang; Safitri, Dian Mardi
Operations Excellence: Journal of Applied Industrial Engineering Vol. 16, No. 2 (2024): OE July 2024
Publisher : Universitas Mercu Buana

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.22441/oe.2024.v16.i2.115

Abstract

Nowadays, more and more people use private vehicles, resulting in an increase in the number of vehicles and also fuel consumption. Customer satisfaction is one of the factors that influences customer loyalty. Customer loyalty is an indicator of success in making customers interested in using services or products again. The aim of this research is to determine the factors that influence service quality on customer satisfaction and loyalty at COCO gas stations in Medan City, North Sumatra. This research is quantitative research. The data analysis method used is Structural Equation Modeling-Partial Least Square (SEM-PLS) Smart PLS software version 4. The population in this study are customers at COCO gas stations in Medan City, North Sumatra. This research uses a questionnaire data collection technique with a sample of 100 respondents, which contains 18 indicator questions that can represent an assessment of gas station services. From this research, the results show that there is a significant influence on physical evidence and power on customer satisfaction, as well as customer satisfaction on customer loyalty.
Co-Authors Dadang Surjasa, Dadang Dian Mardi Safitri