JAM : Jurnal Aplikasi Manajemen
Vol. 16 No. 4 (2018)

THE EFFECT OF SERVICE QUALITY AND BRAND IMAGE ON LOYALTY WITH PERCEPTION OF VALUE AS A MEDIATION VARIABLE

Hasby, Rusdy (Unknown)
Irawanto, Dodi Wirawan (Unknown)
Hussein, Ananda Sabil (Unknown)

Article Info

Publish Date
01 Dec 2018

Abstract

This study examines the effect of service quality and brand image on customer loyalty mediated by perceived value. The research surveyed 120 Uber users in DKI Jakarta, through an online questionnaire. Research data were analyzed with Partial Least Square operated through SmartPLS program. The results of the analysis show that perceived value mediates the relationship between service quality and customer loyalty fully, and perceived value mediates the relationship between brand image and customer loyalty partially. Conclusions and implications for the academic and managerial interests of these findings are discussed in this paper.

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Journal Info
JAM : Jurnal Aplikasi Manajemen
Website

Abbrev

jam

Publisher

Universitas Brawijaya

Subject

Decision Sciences, Operations Research & Management

Description

Jurnal Aplikasi Manajemen - Journal of Applied Management (JAM) publishes all forms of quantitative and qualitative research articles and other scientific studies related to the field of functional management (marketing, finance, human resources, and operations) as well as the applied management and ...