Wacana, Jurnal Sosial dan Humaniora
Vol. 22 No. 3 (2019)

An Analysis on the Infleunce of Relational Benefits on Satisfaction, Commitment and Loyalty (A Survey Done to Gojek Online Transportation Customers)

Rizqy Aziz Basuki (fakultas ilmu admiistrasi, magister administrasi bisnis.)
Edy Yulianto (Unknown)
Edriana Pangestuti (Unknown)

Article Info

Publish Date
07 Jul 2019

Abstract

This research examined the influence of relational benefits on customer satisfaction, commitment, and loyalty. This research was conducted using a survey design, which samples were selected using a purposive sampling technique. The samples of this research were 357 Gojek Indonesia customers from 10 big cities in Indonesia. Structural Equation Model (SEM) based on Partial Least Square (PLS) was employed as the data analysis tool. The results of this research showed that relational benefits significantly influenced customer satisfaction, commitment and loyalty.  Customer satisfaction and commitment were also confirmed to abridge the relationship between relational benefit and customer loyalty. Furthermore, customer satisfaction and commitment significantly influenced customers’ loyalty.

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Journal Info
Wacana, Jurnal Sosial dan Humaniora
Website

Abbrev

wacana

Publisher

Universitas Brawijaya

Subject

Humanities Economics, Econometrics & Finance Environmental Science Law, Crime, Criminology & Criminal Justice Social Sciences

Description

This journal has a focus on inter and multidisciplinary studies of social sciences and humanities. The scope is the socio-cultural phenomenon, the history, and transformation of society, changes, and stagnation of socio-political institutions, actor orientation, and behavior, the performance of ...