PENGARUH PROGRAM LOYALITAS, PERSEPSI NILAI, DAN PERSEPSI KEMUDAHAN PENGGUNAAN TERHADAP KEPUASAN PELANGGAN YANG BERDAMPAK PADA LOYALITAS PELANGGAN (STUDI PADA KONSUMEN BY.U)

Authors

  • Nuvaily Rizqy Kamal Universitas Negeri Surabaya, Indonesia
  • Yessy Artanti Universitas Negeri Surabaya, Indonesia

DOI:

https://doi.org/10.29040/jie.v8i1.12675

Abstract

Selama dekade terakhir, internet telah menunjukkan pertumbuhan substansial dalam jumlah pengguna dan penjualan. Demi keberlangsungan, By.U sebagai layanan seluler digital pertama di Indonesia harus mencari cara untuk memuaskan pelanggan dan menjadi pelanggan setia. Oleh karena itu, penelitian ini bertujuan untuk mengetahui pengaruh program loyalitas, persepsi nilai, dan persepsi kemudahan penggunaan terhadap kepuasan pelanggan yang berdampak pada loyalitas pelanggan. Kuantitatif konklusif kausalitas sebagai jenis penelitian dan sampel yang valid sebanyak 103 responden yang diambil dari kuesioner online. Untuk menganalisis ini, analisis jalur dengan Software Amos 24 digunakan sebagai teknik analisis data. Hasil penelitian menunjukkan bahwa ada pengaruh program loyalitas, persepsi nilai, dan persepsi kemudahan penggunaan terhadap kepuasan pelanggan dan loyalitas pelanggan, serta ada pengaruh kepuasan pelanggan terhadap loyalitas pelanggan. Dengan demikian, hasil penelitian ini dapat disumbangkan sebagai referensi bagi semua pihak, terutama sebagai bahan referensi By.U dalam menjaga dan meningkatkan loyalitas pelanggan.

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Published

2024-02-28

How to Cite

Kamal, N. R., & Artanti, Y. (2024). PENGARUH PROGRAM LOYALITAS, PERSEPSI NILAI, DAN PERSEPSI KEMUDAHAN PENGGUNAAN TERHADAP KEPUASAN PELANGGAN YANG BERDAMPAK PADA LOYALITAS PELANGGAN (STUDI PADA KONSUMEN BY.U). JURNAL ILMIAH EDUNOMIKA, 8(1). https://doi.org/10.29040/jie.v8i1.12675

Issue

Vol. 8 No. 1 (2024): EDUNOMIKA

Section

Articles

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