The Effect of Service Quality and Customer Satisfaction on Customer Loyalty: A Study of Grabcar Services in Jakarta

被引：0

作者：

Bismo, Aryo ^{[1
]}

Sarjono, Haryadi ^{[1
]}

Ferian, Andika ^{[1
]}

机构：

[1] Bina Nusantara Univ, Undergrad Program, BINUS Business Sch, Management Dept, Jl KH Syahdan 9, Kemanggisan Palmerah 11480, Jakarta, Indonesia

来源：

PERTANIKA JOURNAL OF SOCIAL SCIENCE AND HUMANITIES | 2018年 / 26卷

关键词：

Customer satisfaction; customer loyalty; grabcar; ride hailing apps; service quality;

D O I：

暂无

中图分类号：

C [社会科学总论];

学科分类号：

03 ; 0303 ;

摘要：

In recent years online-based transport modes have become popular in Jakarta. These ride hailing applications (apps) provide many benefits. The purpose of this research is to determine the effect of their quality of service on customer satisfaction and their impact on customer loyalty. Correlations analysis and SPSS are used to analyse data obtained from questionnaires distributed to 100 GrabCar users in Jakarta. A simple random sampling technique was employed to recruit the respondents. The results of this research showed that service quality has a positive and significant impact on customer satisfaction and has a positive but not significant impact on customer loyalty. This study can be used to help online based transportation apps develop a better strategy to improve the quality of their service by boosting customer satisfaction which in turn will increase customer loyalty.

引用

页码：33 / 47

页数：15

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