Pengaruh Kualitas Layanan Driver Terhadap Loyalitas Pelanggan Melalui Kepuasan Pengguna Jasa Gojek Online Di Kota Jember

JPEK (Jurnal Pendidikan Ekonomi dan Kewirausahaan) Pub Date : 2021-12-20 DOI:10.29408/jpek.v5i2.2859

Yusita Titi Hapsari, Shendy Andrie Wijaya, Intan Tri Novitas Sari

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引用次数: 1

Abstract

Thisystudy aims to analyzepand find out the effect of service quality drivers on customer loyalty throughysatisfaction. Primary data obtained through questionnaires distributed to Gojek service users using Google Form. The population in this study is not limited in number. In this study, the sample used was 100 respondents who used Gojek services. This study uses 3 variables which are then analyzed using path analysis. From?the results of the t test research, namely the quality of service on satisfaction has a value of t count (1.819) t table (1.66) with a significance of 0.072 so that there is a significant effect. Analysis of t test data, namely the quality of service to customer loyalty has a value of t count (5.258) t table (1.66) with a significance of 0.000 so there is a significant effect. The t-test analysis is that satisfaction with customer loyalty has a value of t count (4.168) t table (1.66) with a significance of 0.000 so that there is a significant effect. From the results of the calculation of the sobel test of service quality on customer loyalty through the satisfaction of online Gojek service users in the city of Jember, it can be obtained a value of 2.274, because the z value obtained is greater than the t-table value (1.66), it can be concluded that satisfaction can indirectly mediate service quality customer loyalty

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司机服务质量对客户忠诚度的影响，通过九月城在线Gojek服务用户的满意

本研究旨在通过满意度来分析和发现服务质量驱动因素对顾客忠诚度的影响。主要数据通过使用Google Form向Gojek服务用户发放问卷获得。这项研究中的人群在数量上没有限制。在这项研究中，使用的样本是100名使用Gojek服务的受访者。本研究使用3个变量，然后使用路径分析进行分析。来自哪里?通过t检验研究的结果，即服务质量对满意度有一个值t count (1.819) t table(1.66)，显著性为0.072，因此存在显著影响。分析t检验数据，即服务质量对顾客忠诚度的影响值为t count (5.258) t table(1.66)，显著性为0.000，因此存在显著影响。通过t检验分析，顾客忠诚度满意度的值为t count (4.168) t table(1.66)，显著性为0.000，因此存在显著影响。通过对Jember市在线Gojek服务用户的满意度进行服务质量对顾客忠诚的sobel检验的计算结果，可以得到一个值为2.274，因为得到的z值大于t表值(1.66)，可以得出满意度可以间接中介服务质量顾客忠诚的结论

本文章由计算机程序翻译，如有差异，请以英文原文为准。

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JPEK (Jurnal Pendidikan Ekonomi dan Kewirausahaan)

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