PENGARUH PERCEIVED SERVICE QUALITY DAN PERCEIVED PRICE FAIRNESS TERHADAP LOYALITAS PELANGGAN DENGAN KEPUASAN PELANGGAN SEBAGAI VARIABEL MEDIASI GRAB CAR

Authors

  • Tineke Dwi Hapsari Fakultas Ekonomi dan Bisnis, Universitas Telkom, Indonesia
  • Herry Irawan Fakultas Ekonomi dan Bisnis, Universitas Telkom, Indonesia

DOI:

https://doi.org/10.29040/jie.v7i2.9017

Abstract

This research is motivated by Gojek outperforming Grab in all Brand Performance metrics. The increase in fuel prices caused client reviews of Grab to be negative. The number of samples taken was 400 people. The data analysis technique uses the Structural Equation Model. As a result of the mediating effect of customer pleasure, the findings state that perceived service quality and perceived price fairness have a sizable effect on customer loyalty. However, the output of this research proves that perceived service quality does not directly affect customer loyalty, the mediating effect of customer satisfaction has a significant and positive relationship with customer loyalty. Suggestions for this research are that Grabcar more often provides socialization of joint training, provides discounts, promos or points, increases customer pleasure through evaluating the results of customer satisfaction surveys.

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Published

2023-06-30

How to Cite

Hapsari, T. D., & Irawan, H. (2023). PENGARUH PERCEIVED SERVICE QUALITY DAN PERCEIVED PRICE FAIRNESS TERHADAP LOYALITAS PELANGGAN DENGAN KEPUASAN PELANGGAN SEBAGAI VARIABEL MEDIASI GRAB CAR. JURNAL ILMIAH EDUNOMIKA, 7(2). https://doi.org/10.29040/jie.v7i2.9017

Issue

Vol. 7 No. 2 (2023): EDUNOMIKA

Section

Articles

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