The Effect Of Service Quality And Relationships On Customer Satisfaction Has An Impact On Customer Loyalty Of Self-Service Petrol Stations In Bekasi During The Covid-19 Pandemic
Downloads
This study aims to analyze the effect of tangible, reliability, assurance, responsiveness, empathy on customer satisfaction as well as the effect of relationship and customer satisfaction on customer loyalty of gas stations self-service during the covid 19 pandemic. The method used in this study uses quantitative methods. Data were collected through questionnaires distributed online. Respondents from this study were customers of gas stations self-service in Bekasi, amounting to 150 samples. The analysis technique uses the Structural Equation Model (SEM) with SPSS v13 and AMOS v20 tools. The results showed that the variables of reliability, assurance and responsiveness had an effect on customer satisfaction with gas stations, self-service but variables had tangible and empathy no effect on customer satisfaction, while the variables of customer satisfaction and relationship had an effect on customer loyalty with a system self-service.
Copyright (c) 2024 Tika Oktavia Samosir
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International.
Authors who publish with this journal agree to the following terms:
- Authors retain copyright and grant the journal right of first publication with the work simultaneously licensed under a Creative Commons Attribution-ShareAlike 4.0 International (CC-BY-SA). that allows others to share the work with an acknowledgement of the work's authorship and initial publication in this journal.
- Authors are able to enter into separate, additional contractual arrangements for the non-exclusive distribution of the journal's published version of the work (e.g., post it to an institutional repository or publish it in a book), with an acknowledgement of its initial publication in this journal.
- Authors are permitted and encouraged to post their work online (e.g., in institutional repositories or on their website) prior to and during the submission process, as it can lead to productive exchanges, as well as earlier and greater citation of published work.
