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Analisa Pengaruh Kualitas Layanan, Harga Dan Kepuasan Pelanggan Ovo Pada Masa Physical Distancing (Studi Kasus Pada Pengguna Ovo Di Kota Malang)

Jurnal Ilmiah Riset Manajemen

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Title Analisa Pengaruh Kualitas Layanan, Harga Dan Kepuasan Pelanggan Ovo Pada Masa Physical Distancing (Studi Kasus Pada Pengguna Ovo Di Kota Malang)
 
Creator Saputra, April Riyan
Widarko, Agus
Basalama, Muhammad Ridwan
 
Description AbstractThis research is an explanatory study which aims to examine and analyze the effect of service quality, price and customer satisfaction on ovo customer loyalty during the physical distancing period of OVO users in Malang. The population in this study were all OVO users in Malang City and the sample of this study used the accidental sampling technique with a total of 100 OVO users in Malang City. The data analysis method used in this research is descriptive analysis, instrument test, normality test, classical assumption test, multiple linear regression analysis and hypothesis testing.The results of this study found a conclusion, namely that partially Service Quality has a positive effect on Customer Loyalty, Price has a positive effect on Customer Loyalty, but Customer Satisfaction has no effect on Customer Loyalty, while simultaneously Service Quality, Price and Customer Satisfaction have a positive effect on Customer Loyalty. Keywords: Service Quality, Price, Customer Satisfaction, Customer loyalty
 
Publisher Jurnal Ilmiah Riset Manajemen
 
Contributor —
 
Date 2021-04-01
 
Type info:eu-repo/semantics/article
info:eu-repo/semantics/publishedVersion
Peer-reviewed Article
 
Format application/pdf
 
Identifier http://riset.unisma.ac.id/index.php/jrm/article/view/10691
 
Source Jurnal Ilmiah Riset Manajemen; eJrm Vol. 10 No. 10 Februari 2021
 
Language eng
 
Relation http://riset.unisma.ac.id/index.php/jrm/article/view/10691/8421
 
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