Evaluating the Effect of Service Quality towards Customer Satisfaction and Customer Loyalty (Case Study of Tokopedia in Jakarta)

被引：0
|
作者：
Haro, Andrian [1 ,2 ]
Zakiah, Helba Kalbu [2 ]
Muthahhari, Muhammad Murtadha [2 ]
Bachtiar, Wina Kemala [2 ]
Suangkupon, Akmaluddin [3 ]
机构：
[1] Univ Brawijaya, Management Dept, Malang, Indonesia
[2] Univ Negeri Jakarta, Management Dept, Jakarta, Indonesia
[3] Bank Indonesia, Jakarta, Indonesia
来源：
VISION 2025: EDUCATION EXCELLENCE AND MANAGEMENT OF INNOVATIONS THROUGH SUSTAINABLE ECONOMIC COMPETITIVE ADVANTAGE | 2019年
关键词：
Service Quality; Customer Satisfaction; Customer Loyalty;
D O I：
暂无
中图分类号：
F [经济];
学科分类号：
02 ;
摘要：
The objectives of this study was to find out that the service quality has a significant effect on Tokopedia customer satisfaction; service quality has a significant effect on Tokopedia customer loyalty; and customer satisfaction has a significant effect on Tokopedia customer loyalty. The method of collecting data was using survey methods with online forms of questionnaires. The object of this study was 200 online customer who had a several times transaction with Tokopedia in Jakarta. Data analysis techniques was used SEM method through AMOS software. The result of this research was service quality has a significant effect toward Tokopedia customer satisfaction and customer loyalty. More addition, the customer satisfaction has a significant effect on the Tokopedia customer loyalty.
引用
收藏
页码：13641 / 13647
页数：7
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