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Skripsi, 001 / 2018 / MPI
Undergraduate Theses from JBPTPPOLBAN / 2018-10-24 14:11:56
Oleh : Alouysius Michael Gunardy - 145264002 (alouysiusmichael@gmail.com)
Dibuat : 2018-09-03, dengan 4 file

Keyword : online transportation; customer satisfaction; customer expectation; perceived quality; perceived value; customer loyalty; Indonesia

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Deskripsi Alternatif :

This study proposes new insights on the use of customer satisfaction index to evaluate customer satisfaction in the experience of using micro online transportation. This study applies variance-based structural equation modeling by 511 users of micro online transportation in Indonesia. This study uses SmartPLS 3.0 to perform model analysis and test hypotheses. This research resulted that customer expectation, perceived quality, and perceived value variable give positive and significant influence to customer satisfaction. Furthermore, this study revealed that customer satisfaction has a positive and significant relationship to customer loyalty. These findings add to better knowledge for scientists and provide some useful implications for managers in terms of increasing customer satisfaction through the quality of services provided by each company. Keywords: online transportation; customer satisfaction; customer expectation; perceived quality; perceived value; customer loyalty; Indonesia.

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