ANALISIS PENGARUH KUALITAS LAYANAN, KEPUASAN DAN KREDIBILITAS TERHADAP LOYALITAS PELANGGAN MELALUI KEPERCAYAAN PELANGGAN DI BATAM

  • Rizni Aulia Qadri Universitas Internasional Batam
  • Nicholas Lim Universitas Internasional Batam
  • Listia Nurjanah Universitas Internasional Batam

Abstract

Penelitian ini bertujuan untuk menginvestigasi pengaruh Service Quality, Satisfaction, dan Credibility terhadap Customer Loyalty pada aplikasi penyedia layanan transportasi di Kota Batam dengan mediasi Customer Trust. Metode penelitian yang digunakan adalah pendekatan kuantitatif dengan desain penelitian asosiatif. Data dikumpulkan melalui penyebaran kuesioner kepada 360 responden berpengalaman menggunakan aplikasi ojek online. Analisis dilakukan dengan Partial Least Square Structural Equation Model (PLS-SEM) menggunakan SmartPLS 3. Hasil analisis menunjukkan bahwa variabel Service Quality, Satisfaction, dan Credibility secara signifikan mempengaruhi Customer Loyalty, dengan Customer Trust sebagai mediator. Evaluasi data dilakukan melalui analisis Outer Model untuk validitas konvergen, validitas diskriminan, dan reliabilitas konstruk, serta analisis Inner Model untuk hubungan antar konstruk dalam model penelitian.

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Published
2025-02-02
How to Cite
Qadri, R., Lim, N., & Nurjanah, L. (2025). ANALISIS PENGARUH KUALITAS LAYANAN, KEPUASAN DAN KREDIBILITAS TERHADAP LOYALITAS PELANGGAN MELALUI KEPERCAYAAN PELANGGAN DI BATAM. Jurnal Ilmiah Manajemen, Ekonomi, & Akuntansi (MEA), 9(1), 671-684. https://doi.org/10.31955/mea.v9i1.4964
Section
Articles