Mediasi Kepuasan Pelanggan atas Pengaruh Kualitas Pelayanan dan Harga terhadap Loyalitas Pelanggan (Studi Kasus Pelanggan Grabbike)
Year: 2025
Type: article
Study design: Observational Study
Abstract: This study aims to test and analyze the mediating role of customer satisfaction on customer loyalty in the context of Grabbike services in Kendari City. This study is important for application providers, especially in responding to the challenges of online transportation competition, especially online motorcycle taxis. In addition, for the government, this study is an input in formulating urban transportation planning based on community needs. This study involved a population of 160 respondents who used Grabbike services in Kendari City. and used the Structural Equation Model (SEM) to test the hypothesis. The results showed that service quality has a positive and significant effect on customer loyalty and satisfaction. In addition, customer satisfaction is proven to have an effect on loyalty, while price does not have a significant impact.
Source: Jurnal Bisnis dan Kewirausahaan
Authors: Ilmu Ekonomi, Universitas Halu Oleo, Indonesia, La Ode Baladin, Try Sugiyarto Soeparyanto, Fakultas Teknik, Universitas Halu Oleo, Indonesia, Rezki Fidmasari, Fakultas Teknik, Universitas Halu Oleo, Indonesia, Maudhy Satyadharma, Dinas Perhubungan Provinsi Sulawesi Tenggara, Indonesia, Hado Hado, Fakultas Teknik, Universitas Sulawesi Tenggara, Indonesia
Institution: Universitas Halu Oleo
Language: English
Domain: Social Sciences
Open Access status: diamond
OpenAlex ID: W4409791478