THE INFLUENCE OF CUSTOMER SATISFACTION AND QUALITY OF SERVICE ON CUSTOMER LOYALTY IN USING GO-RIDE IN BANYUWANGI CITY

Emi  Nurhasanah; Muhammad  Firdaus; Ahmad  Sauqi

doi:10.31967/jembar.v1i1.953

Emi Nurhasanah Mandala Institute of Technology and Science, Jember Regency, Indonesia
Muhammad Firdaus Mandala Institute of Technology and Science, Jember Regency, Indonesia
Ahmad Sauqi Mandala Institute of Technology and Science, Jember Regency, Indonesia

DOI: https://doi.org/10.31967/jembar.v1i1.953

Keywords: Service, Satisfaction, Loyalt, Go-Ride, Banyuwangi

Abstract

Go-Ride is a motorcycle taxi service based on a smartphone application. In this study it is limited to Go-Ride services because these services are very influential in assessing customer loyalty. The purpose of this study was to find out how the influence of customer satisfaction and service quality on customer loyalty in using Go-Ride in the city of Banyuwangi. This research is a quantitative research obtained from questionnaires distributed to Go-Ride consumers and then processed using SPSS. After that, the results were analyzed. The results of the study show that simultaneously satisfaction and customer service quality affect customer loyalty. And partially the satisfaction variable and service quality variable also influence customer loyalty.