Open AccessFORMING CUSTOMER LOYALTY THROUGH FACTORS IN MEDIATION OF CUSTOMER SATISFACTION
Author(s) -
Agung Hudaya
Publication year - 2021
Publication title -
dinasti international journal of digital business management
Language(s) - English
Resource type - Journals
eISSN - 2715-4203
pISSN - 2715-419X
DOI - 10.31933/dijdbm.v2i2.549
Subject(s) - customer satisfaction , loyalty business model , service quality , business , customer delight , marketing , customer retention , customer advocacy , mediation , customer equity , customer to customer , structural equation modeling , affect (linguistics) , advertising , service (business) , psychology , mathematics , statistics , sociology , social science , communication
The purpose of this study is to determine how price, service quality, customer satisfaction on customer loyalty and how much influence, price, service quality on customer satisfaction which has implications for customer loyalty. The sample used in this study amounted to 100 respondents who were taken by simple random sampling technique. Data analysis in this study used Structural Equation Modeling (SEM) which was carried out with the help of the SEM program from Smart PLS 3.0. Besides, this research also proves that the price variable will affect customer satisfaction, then the price will also affect customer loyalty, as well as service quality affects customer satisfaction and will also affect customer loyalty. and also the mediating variable of customer satisfaction which will affect customer loyalty. Blanja.com in Jakarta.