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All Journal Matrik: Jurnal Manajemen, Strategi Bisnis dan Kewirausahaan Jurnal Ekonomi Pembangunan: Kajian Masalah Ekonomi dan Pembangunan JURNAL PENGABDIAN KEPADA MASYARAKAT MIX : Jurnal Ilmiah Manajemen LIBRARIA Journal of Economic, Bussines and Accounting (COSTING) Khadimul Ummah Journal of Social Dedication Jesya (Jurnal Ekonomi dan Ekonomi Syariah) Journal of Education, Humaniora and Social Sciences (JEHSS) Jurnal Manajemen Jurnal Akuntansi dan Keuangan Multidiciplinary Output Research for Actual and International Issue (Morfai Journal) Proceeding International Seminar of Islamic Studies International Journal of Economics, Social Science, Entrepreneurship and Technology (IJESET) Empowerment: Jurnal Pengabdian Masyarakat Inovatif: Jurnal Ekononi, Manajemen, Akuntansi, Bisnis Digital dan Kewirausahaan Prosiding Seminar Nasional Universitas Serambi Mekkah Riwayat: Educational Journal of History and Humanities
Muhammad Irfan Nasution
Universitas Muhammadiyah Sumatera Utara
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Journal : Matrik: Jurnal Manajemen, Strategi Bisnis dan Kewirausahaan

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Membangun Loyalitas Pelanggan Berbasis E-Service Quality Dengan Mediasi Kepuasan Pelanggan (Studi pada Transportasi Online Grab-Car di Kota Medan) Maya Sari; Muhammad Andi Prayogi; Jufrizen Jufrizen; Muhammad Irfan Nasution
Matrik : Jurnal Manajemen, Strategi Bisnis dan Kewirausahaan Volume 14 Nomor 2 Tahun 2020
Publisher : Universitas Udayana

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (502.04 KB) | DOI: 10.24843/MATRIK:JMBK.2020.v14.i02.p07

Abstract

The purpose of this study was to analyze the effect of service quality on customer satisfaction, analyze the effect of service quality on customer loyalty, and analyze customer satisfaction on customer loyalty in Grab Online Transportation. This type of research is associative research, according to this associative, data tendencies are used in quantitative methods. This study uses 3 types of variables namely customer loyalty, satisfaction and quality of electronic services. The type of data used is primary data and secondary data. Data collection techniques used were interviews and questionnaires. The population of this study is the users of Grab online transportation services with the provisions that have used Grab transportation services more than twice. The sampling technique used was purposive sampling. For data analysis used Partial Least Square (PLS) based Structural Equation Modeling (SEM). The results of the study found that there was a positive and significant influence of e quality of service on Grab online transportation customer satisfaction, significant and significant positive contribution of e quality of service to Grab online transportation customer loyalty, and related positively and significantly of customer satisfaction to customer loyalty Grab online transportation.
Co-Authors Aida Fani Iryana Cut Yuli Irada Deka Wulandari Dita Maulia Ahmad Divo Samboja Elza Nitami Harahap Fahmi, Muhammad Hindun Silalahi* Jufrizen Khairun Nisa Kiky Mentari Kumala Putri Ayatullah Lola Fadhillah M.Albie Akbar Maya Sari Maya Sari Muhammad Al Amin Muhammad Andi Prayogi Muhammad Arifin Gultom Muhammad Iqbal Fawwaz Muslih Muslih Mutiara Syahna Nasya Afriliani Nirwana Priangkatara Nurwani M.Si Rahma Sinurat Raihanah Daulay Satria Mirsya Affandy Nasution Suci Khairani Welni Fitrha Nurlya Manda Lubis Winarti Winarti Windi Lestari Yunita Pratiwi