服务质量、感知价值、信任、客户满意度、忠诚度

ECOBISMA (JURNAL EKONOMI, BISNIS DAN MANAJEMEN) Pub Date : 2023-07-01 DOI:10.36987/ecobi.v10i2.4515

A. Prabowo, D. Mardhiyah

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引用次数: 0

摘要

本研究考察了帕图纳旅游公司的服务质量、感知价值、信任和顾客满意度对忠诚度的影响。本研究中使用的数据分析技术使用偏最小二乘法。所使用的样本是360名个人受访者或前朝圣者，他们至少两次使用帕图纳旅游公司的服务进行朝觐。结果表明:服务质量对感知价值有正向影响，服务质量对顾客满意有正向影响，服务质量对信任有正向影响，感知价值对顾客满意有正向影响，感知价值对信任有正向影响，顾客满意对信任有正向影响，信任有正向影响，忠诚有正向影响，顾客满意不影响忠诚

本文章由计算机程序翻译，如有差异，请以英文原文为准。

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PENGARUH SERVICE QUALITY, PERCEIVED VALUE, TRUST, CUSTOMER SATISFACTION TERHADAP LOYALTY DI PATUNA TOUR & TRAVEL

This study examines the effect of service quality, perceived value, trust, and customer satisfaction on loyalty in Patuna Tour & Travel. The data analysis technique used in this study uses a partial least square. The sample used was 360 individual respondents or ex-pilgrims who had, at least twice, used the services of Patuna Tour & Travel in carrying out the Umrah pilgrimage. The results showed that service quality has a positive effect on perceived value, service quality has a positive effect on customer satisfaction, service quality has a positive effect on trust, perceived value has a positive effect on customer satisfaction, perceived value has a positive effect on trust, customer satisfaction has a positive effect on trust, trust has a positive effect positive on loyalty and customer satisfaction does not affect loyalty

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ECOBISMA (JURNAL EKONOMI, BISNIS DAN MANAJEMEN)

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