SERVICE QUALITY, BRAND IMAGE AND PRICE FAIRNESS IMPACT ON THE CUSTOMER STATISFACTION AND LOYALTY TOWARDS GRAB BIKE

Authors

  • Gusti Noorlitaria Achmad Mulawarman University, Indonesia
  • Adinda N Nisha Mulawarman University, Indonesia
  • Yusniar Yusniar Mulawarman University, Indonesia
  • Mochamad Ridwan Mulawarman University, Indonesia

DOI:

https://doi.org/10.29040/ijebar.v5i3.2880

Abstract

Abstract: This study aims to analyze and explain the Effect of Service Quality, Brand Image, and Price Fairness Impact on Customer Satisfaction and Loyalty; The population used in this study are all customers who have used Grab Bike services, aged 17 years, and located in Samarinda City, with a total sample of 100 people. The data collection technique uses non-profitability sampling, the analysis is carried out using Partial Least Square (PLS) with the SmartPLS application version 3.8.9. The results showed that: Service quality has a positive and insignificant effect on customer satisfaction; Service Quality has a positive and insignificant effect on loyalty; Brand Image has a positive and significant effect on customer satisfaction; Brand Image has a positive and significant effect on loyalty; Price Fairness has a positive and significant effect on Customer Satisfaction; Price Fairness has a positive and significant effect on Loyalty; Customer Satisfaction has a positive and significant effect on Loyalty. Keywords: Service Quality, Brand Image, Price fairness, Customer Satisfaction and Loyalty Toward.

References

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Published

2021-09-29

How to Cite

Achmad, G. N., Nisha, A. N., Yusniar, Y., & Ridwan, M. (2021). SERVICE QUALITY, BRAND IMAGE AND PRICE FAIRNESS IMPACT ON THE CUSTOMER STATISFACTION AND LOYALTY TOWARDS GRAB BIKE. International Journal of Economics, Business and Accounting Research (IJEBAR), 5(3), 2391–2401. https://doi.org/10.29040/ijebar.v5i3.2880

Issue

Vol. 5 No. 3 (2021): IJEBAR : Vol. 05, Issue 03, September 2021

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Articles

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