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SERVICE QUALITY PARAMETERS BASED ON VASS XPRESS APPLICATION THAT AFFECT CUSTOMER SATISFACTION IN DETERMINING CUSTOMER LOYALTY IN COVID-19 PANDEMIC PERIOD (CASE STUDY IN SURAKARTA RESIDENCY)
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Abstract: The aim of this research was to recognize the direct and indirect influence between quality of service and customer loyalty through customer satisfaction. The study employed three (3) variables, namely: quality of service, customer satisfaction, and customer loyalty. This study applied quantitative approach as well as using the PATH analysis method. The population of this study was Vass Xpress customers in Surakarta, all samples are taken as population and there were 58 respondents, sampling method conducted with saturated sample technique. The result of the research indicated that service quality had positive and significant influence either directly or indirectly to customer loyalty through customer satisfaction.
Lingga Wishnu Pratama - Personal Name
Fauzi Fahrezi - Personal Name
Lis Lesmini - Personal Name
Tri Mulyani Setyowati - Personal Name
Fauzi Fahrezi - Personal Name
Lis Lesmini - Personal Name
Tri Mulyani Setyowati - Personal Name
digital
2622-5778
NONE
electronic file
English
ITL Trisakti
2020
Jakarta
GROSTLOG 2020
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