The Influence of Service Quality, Customer Orientation of Service Employees and Perceived Price on Customer Loyalty with Customer Satisfaction as Mediation
Journal Title: Journal of Economics, Finance and Management Studies - Year 2024, Vol 7, Issue 05
Abstract
This research aims to determine the influence of service quality, customer orientation of service employees and perceived price on customer loyalty with customer satisfaction as a mediating variable at the Honda Gajah Motor Bypass Dealer Workshop. The method used in this research is causality. The number of samples used was 250 samples. Sampling was carried out using purposive sampling technique. Sample collection was carried out using a questionnaire via Google Form. The data analysis method used to prove the truth of the hypothesis was carried out using Structural Equation Modeling (SEM) via Smart PLS version 4 software. From the results of hypothesis testing it was found that service quality, customer-oriented employees and perceived price had a significant effect on customer satisfaction at the Gajah Moor Honda Workshop Shortcut. The results of this research also found that customer satisfaction and perceived price have a significant effect on customer loyalty. However, service quality does not have a significant effect on customer loyalty. Apart from that, customer satisfaction is indirectly able to mediate the relationship between service quality and customer loyalty, customer satisfaction is also indirectly able to mediate the relationship between perceived price and customer loyalty at the Honda Gajah Motor Bypass Dealer Workshop
Authors and Affiliations
Riri Handayani , Eri Besra , Syarizal,
Keywords
Related Articles
- EP ID EP734979
- DOI 10.47191/jefms/v7-i5-04
- Views 70
- Downloads 0
The Impact of the 6 P's on Motivating Egyptian Consumer to Purchase Online
This paper aims to detect the factors that motivate Egyptian consumers to purchase online and examine the impact of demographic characteristics on this matter. Six factors are suggested to be evaluated in this research,...
Production, Export and Import of Cars in the Republic of Uzbekistan
Exports play a significant role in the national economy and contribute to the growth of GDP. Given that Uzbekistan is involved in the production of vehicles, this industry also has the potential to enhance the state's ec...
The Effect of Investment, Labor Absorption, Government Expenditure and Balancing Funds on Economic Growth in West Nusa Tenggara Province in 2013-2024
This study aims to analyze the effect of investment, employment, government spending and balance on economic growth in West Nusa Tenggara Province from 2014 to 2023. The research method used is Panel Data Regression anal...
Practical Value of Accounting Information in Cost Accounting
This article describes accounting information and its importance in enterprises in its clustered system. Currently, there is a need to control costs and revenues, to develop a single information space model for organiza...
The Effect of Interpersonal Communication on Employee Job Satisfaction at PD BPR BKK Boyolali
Quality resource management is not only to satisfy the company or company leaders, but also provide satisfaction to all employees who work for the company. In an organization or company there will certainly be some membe...