SERVICE QUALITY PARAMETERS BASED ON VASS XPRESS APPLICATION THAT AFFECT CUSTOMER SATISFACTION IN DETERMINING CUSTOMER LOYALTY IN COVID-19 PANDEMIC PERIOD (CASE STUDY IN SURAKARTA RESIDENCY)

Lingga Wishnu Pratama, Muhammadi Fauzi Fahrezy, Lis Lesmini

Abstract


The aim of this research was to recognize the direct and indirect influence between quality of service and customer loyalty through customer satisfaction. The study employed three (3) variables, namely: quality of service, customer satisfaction, and customer loyalty. This study applied   quantitative approach  as well as using the PATH analysis method. The population of this study was Vass Xpress customers in Surakarta, all samples are taken as population and there were 58 respondents,  sampling method conducted  with saturated sample technique. The result of the research indicated that service quality had positive and significant influence either directly or indirectly to customer loyalty through customer satisfaction.


Keywords


service quality, custumer satisfaction, custumer loyalty, path analysis, apps vass xpress

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References


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DOI: https://doi.org/10.25292/atlr.v3i0.291

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