The Effect of Service Quality on Customer Satisfaction and Loyalty in Using Go-Pay Service in Jabodetabek Area

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Djannah, Zaneth Raodathul (2019) The Effect of Service Quality on Customer Satisfaction and Loyalty in Using Go-Pay Service in Jabodetabek Area. Undergraduate thesis, Sekolah Tinggi Manajemen IPMI.

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THE EFFECT OF SERVICE QUALITY ON CUSTOMER SATISFACTION AND LOYALTY IN USING GO-PAY SERVICE IN JABODETABEK AREA--175.pdf - Submitted Version
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Abstract

Purposes – the aim of this research is to investigate the effect of service quality on customer satisfaction, service quality to customer loyalty, and customer satisfaction on customer loyalty in using Go-pay. Design/methodology/approach – this research utilized a quantitative approach focusing on cause and effect relationship among variables. The research involved 100 Go-pay users as samples. The analysis technique used in this research is Partial Least Square (PLS). Findings – the result indicated that service quality positively effect on customer satisfaction, service quality does not have positive effect on customer loyalty, and customer satisfaction has a positive effect on customer loyalty. Significance of the study – the study of “The Effect of Service Quality on Customer Satisfaction and Customer Loyalty in using Go-pay Services” should be have beneficial for future researchers to design their investigation on similar research. Moreover, the finding could help Go-pay and the other company to improve their service quality. Keywords: Service Quality, Customer Satisfaction, Customer Loyalty, PLS

Item Type:	Thesis (Undergraduate)
Subjects:	H Social Sciences > HF Commerce H Social Sciences > HG Finance
Divisions:	Thesis > Bachelor of Business Administration
Depositing User:	Hasna Salsabila
Date Deposited:	16 Jan 2020 09:35
Last Modified:	17 Jan 2020 03:14
URI:	http://repository.ipmi.ac.id/id/eprint/276

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