Hubungan Kualitas Pelayanan, Kepuasan Pelanggan, Dan Loyalitas Pelanggan Pada Pengguna Transportasi Daring
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Abstract
All society around the world has changed their life significantly because of technological advances, one of them is online transportation. The purpose of this research is to determine that there is a relationship between service quality, customer satisfaction, and customer loyalty towards online transportation users in Jakarta: customer satisfaction as a mediator. The research is done with purposive sampling. Researcher distributes questionnaires to 100 respondents who are the user of online transportation in Jakarta. The result of this study indicates that there is a relationship between service quality, customer satisfaction and customer loyalty towards users of online transportation in Jakarta: customer satisfaction as a mediator.
Masyarakat dunia telah mengubah hidupnya secara signifikan karena kemajuan teknologi, salah satunya adalah transportasi daring. Tujuan penelitian ini adalah untuk mengetahui apakah adanya hubungan kualitas pelayanan, kepuasan pelanggan, dan loyalitas pelanggan pada pengguna transportasi daring di Jakarta: kepuasan pelanggan sebagai mediator. Teknik pengambilan sampel dilakukan dengan purposive sampling. Kuesioner disebarkan pada 100 responden di Jakarta yang merupakan pengguna transportasi daring. Hasil dari penelitian ini menunjukkan bahwa adanya hubungan kualitas pelayanan, kepuasan pelanggan, dan loyalitas pelanggan serta kepuasan pelanggan sebagai mediator.
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