Factors influencing customer satisfaction within Indonesian taxi providers
Categorie(s):
Jurnal
Author(s):
Endang Saefuddin Mubarok
Tahun:
2019
Item Type:
Journal
ISSN/ISBN:
2349-4182
Keyword(s):
service quality, corporate image, promotion, satisfaction and loyalty
This study aims to investigate the effect of service quality, company image and promotion on customer satisfaction and loyalty
in Indonesian taxi service providers. This research uses explanative, descriptive and quantitative designs. The sample involved
in the study was 100 respondents who were s... (selengkapnya)
in Indonesian taxi service providers. This research uses explanative, descriptive and quantitative designs. The sample involved
in the study was 100 respondents who were s... (selengkapnya)
DESKRIPSI
This study aims to investigate the effect of service quality, company image and promotion on customer satisfaction and loyalty
in Indonesian taxi service providers. This research uses explanative, descriptive and quantitative designs. The sample involved
in the study was 100 respondents who were selected by a purposive sampling method. Data collection was carried out using a
questionnaire. Data were analyzed using structural equation modelling with partial least square approach. The results showed
that service quality has a significant influence on customer satisfaction and loyalty. Company image and promotion also have a
significant influence on customer satisfaction and loyalty. Meanwhile, customer satisfaction does not significantly influence
consumer loyalty
in Indonesian taxi service providers. This research uses explanative, descriptive and quantitative designs. The sample involved
in the study was 100 respondents who were selected by a purposive sampling method. Data collection was carried out using a
questionnaire. Data were analyzed using structural equation modelling with partial least square approach. The results showed
that service quality has a significant influence on customer satisfaction and loyalty. Company image and promotion also have a
significant influence on customer satisfaction and loyalty. Meanwhile, customer satisfaction does not significantly influence
consumer loyalty