Rosita, Erni and , Dr. Jati Waskito S.E., M.Si (2024) The Effects Of Trust And Service Quality Using Mediation Of Satisfaction For Gojek Customer Loyalty. Skripsi thesis, Universitas Muhammadiyah Surakarta.
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Abstract
This study aims to analyse the effect of trust and service quality using satisfaction as mediation on customer loyalty of the Gojek application. This research was conducted on one of the online transportation in Indonesia, Gojek, which is located in the Surakarta area. This research method uses a quantitative approach. Data was collected through an online survey using a purposive sampling method filled out by 185 respondents. Data analysis in this study was carried out using the Partial Least Square (PLS) 3.2.6 structural equation model. The analysis results show that trust has a positive and significant effect on customer satisfaction and loyalty. Customers who have high trust in a service tend to feel more satisfied and show higher levels of loyalty. On the other hand, service quality is also found to have a positive and significant influence on satisfaction. However, service quality has a negative and insignificant influence on customer loyalty. This indicates that while good service quality can increase customer satisfaction, it is not enough to ensure customer loyalty. These findings highlight the importance of building trust as a key element in customer relationship management strategies to increase long-term loyalty, while high service quality remains an important component in achieving customer satisfaction. This research recommends a comprehensive and strategic approach in improving trust and service quality so as to achieve an optimal balance between customer satisfaction and loyalty.
| Item Type: | Thesis (Skripsi) |
|---|---|
| Uncontrolled Keywords: | Trust, Service Quality, Satisfaction, Loyalty |
| Subjects: | H Social Sciences > HD Management, Business and Labor > Management |
| Divisions: | Fakultas Ekonomi dan Bisnis > Manajemen |
| Depositing User: | ERNI ROSITA |
| Date Deposited: | 19 Aug 2024 02:47 |
| Last Modified: | 19 Aug 2024 02:47 |
| URI: | http://eprints.ums.ac.id/id/eprint/127188 |
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