Analysis of The Effect of Service Quality and Price Perception on Customer Loyalty with Customer Satisfaction Variables as intervening variables

Akbar, Ilham and Gunawan, Wely Hadi and Maulana, Yasir (2021) Analysis of The Effect of Service Quality and Price Perception on Customer Loyalty with Customer Satisfaction Variables as intervening variables. In: UNiSET 2020, 12 December 2020, Kuningan, West Java, Indonesia.

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Abstract

T Every Commercial Bus Company majoring in Kuningan-Jakarta strives to provide competitive services and prices in the hope of providing customer satisfaction so that customers are ready to return to using the bus service. Nevertheless, consumers are less satisfied with the delivery given by The Jakarta-Kuningan Bus Company. So important is the loyalty of a consumer to the organization or company, then it should be if the service company always puts the consumer in the most important position to be satisfied in any planning and activities carried out both in the quality of service and perception price. From 2017- 2019 therefore, this research was conducted to find out perception price and quality of service in knowing customer satisfaction to better understand customer loyalty. Population in consumer research PO Bus Department Kuningan-Jakarta at Kertawangunan Kuningan terminal west Java). The number of samples used was 140 respondents. The method of data collection is done through the questionnaire method. The study used structural equation modeling analysis (SEM) techniques using the AMOS 2.1 analysis tool. The results of this study show that price perception has an influence on customer satisfaction, Service quality has an influence on customer satisfaction, price perception affect customer loyalty, service quality has no influence on customer loyalty, and customer satisfaction has an influence on customer loyalty.

Item Type: Conference or Workshop Item (Paper)
Uncontrolled Keywords: pricing perception; service quality; customer satisfaction; customer loyalty
Subjects: H Social Sciences > H Social Sciences (General)
Depositing User: EAI Editor IV
Date Deposited: 09 Mar 2021 14:12
Last Modified: 09 Mar 2021 14:12
URI: https://eprints.eudl.eu/id/eprint/1440

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