STRATEGI UNTUK MENCIPTAKAN CUSTOMER LOYALTY MELALUI CUSTOMER SATISFACTION” STUDI KASUS CUSTOMER JASA LAYANAN TRANSPORTASI GO-CAR

Abstract

Online business transportation relies on the quality of electronic services, so that application capabilities are important. This research was conducted with the aim of discussing the quality of electronic services and Customer Trust towards customer loyalty through customer satisfaction. This study uses quantitative methods and data analysis methods using the Structural Equation Modeling (SEM) method. Respond to the research of all online transportation users, and interview each of the corporate operational managers. The method of determining the sample is done by purposive sampling method with a total sample of 242 respondents using questionnaire instruments. The results of research that will achieve electronic service quality and customer trust have a positive influence on customer satisfaction and customer satisfaction have a positive influence on customer loyalty. And electronic service quality and customer trust have a positive influence on customer loyalty.