Analysis of satisfaction and loyalty level of online taxi bike customer

M. N. Pratiwi, R. Setiadi, T. Siswantining

Research output: Contribution to journalConference article

Abstract

Customer satisfaction in marketing research was defined as happiness and awful that was got from someone by comparing perceived performance with perception and expectation. Therefore, customer satisfaction was explained by application quality, driver's quality and motorcycle quality. Customer loyalty in marketing research was defined by responses that reflected by continue purchasing. All component of application quality, driver's quality and motorcycle quality is a latent variable that was measured by indicators. The purpose of this research is to know about correlation between loyalty level and satisfaction level depend on sample that was gotten by stratified random sampling. In each stratum, sample has got by systematic sampling. This research used Partial Least Square (PLS) method to find correlation between customer satisfaction and loyalty satisfaction. The results showed that there is positive correlation between satisfaction and loyalty level.

Original languageEnglish
Article number012029
JournalJournal of Physics: Conference Series
Volume1442
Issue number1
DOIs
Publication statusPublished - 29 Jan 2020
EventBasic and Applied Sciences Interdisciplinary Conference 2017, BASIC 2017 - , Indonesia
Duration: 18 Aug 201719 Aug 2017

Keywords

  • loyalty level
  • partial least square
  • quality
  • satisfaction level

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