ANALISIS PENGARUH SERVICE QUALITY, CUSTOMER SERVICE, SERVICE PRICING , VALUE-ADDED SERVICES TERHADAP BRAND SWITCHING INTENTION MELALUI CUSTOMER SATISFACTION PELANGGAN GRAB DI SURABAYA
Abstract
At this time, transportation is growing rapidly and used by the people in
Indonesia is an online-based transport. This online transportation is considered to
be a commodity needs of the community and the community is perceived to love
the existence of online-based transportation. In order to survive in competition, any
online-based transport needs to improve the low Brand Switching Intention.
This research is aimed to analyze the effect of Service Quality, Customer
Service, Service Pricing, Value-Added Services to Brand Switching Intention
through Customer Satisfaction in an effort to increase Brand Switching Intention of
"Grab" online transport user in Surabaya. The sample used in this study were 100
respondents consisting of users aged 17-35 years old, living in Surabaya city area,
owning Grab application, knowing about Grab additional service, and at least ever
using Grab service more than twice in three last month. For processing and
analyzing the data in this study using Statistical Product and Service Solutions
(SPSS) as a software to process the data.
The results showed that Customer Satisfaction on Brand Switching
Intention has the highest first regression coefficient with a value of 0.640, and
Customer Satisfaction have a positive and significant effect on Brand Switching
Intention, the relationship between Service Quality to Customer Satisfaction has the
lowest regression coefficient first regression coefficient of 0.065, and Service
Quality has positive and insignificant effect on Customer Satisfaction, Customer
Service to Customer Satisfaction the third highest regression coefficient with the
value of 0.302, and Customer Service have a positive and significant impact on
Customer Satisfaction, the relationship between Service Pricing to Customer
Satisfaction has the second highest regression coefficient with the value of 0.304,
and Service Pricing have positive and significant impact on Customer Satisfaction,
the relationship between Value-Added Services to Customer Satisfaction has the
second lowest regression coefficient with a value of 0.105, and Value-Added
Services have a positive and insignificant effect to Customer Satisfaction
Collections
Related items
Showing items related by title, author, creator and subject.
-
ANALISIS PENGARUH PRE-FLIGHT SERVICE QUALITY, INFLIGHT SERVICE QUALITY, DAN POST-FLIGHT SERVICE QUALITY TERHADAP PASSENGER LOYALTY MELALUI PASSENGER SATISFACTION SINGAPORE AIRLINES DI SURABAYA
ESTRELLITA, GRACELYN (Universitas Pelita Harapan Surabaya - Department Of Business School - Faculty Of Management, 2019-08-02)The air transportation industry is increasingly faced with a world of intense competition. This resulted in companies engaged in the aviation and tourism industries doing various ways to be able to attract consumers' ... -
PENGARUH OPERANT DAN OPERAND SERVICE QUALITY TERHADAP BEHAVIORAL INTENTION MELALUI CUSTOMER ENGAGEMENT DAN CUSTOMER SATISFACTION (Studi Pada Siswa SMA Swasta Terakreditasi A di Surabaya)
HUSADA, MICHELLE (Universitas Pelita Harapan Surabaya - Department Of Business School - Master Of Management, 2016-02-04)The services sector cannot be separated from education, including secondary education sector. High School is one of the organizations at the secondary education sector in Indonesia. Moreover, schools high school continues to ... -
Analisis pengaruh daya tarik Universitas Swasta terhadap pengambilan keputusan pembelian masyarakat melalui variabel living, learning, reputation, economy, strategy, dan service (studi kasus pada lima Universitas Swasta di Surabaya)
Christian, Edwin (Universitas Pelita Harapan Surabaya - Department Of Business School - Faculty Of Management, 2020-09-11)Dunia pendidikan mengalami perkembangan yang berkelanjutan secara signifikan sehingga menyebabkan perubahan pola pikir pendidik, kini pola pikir yang semakin modern telah menggantikan pola pikir lama yang masih awam. Hal ...