Analisis pengaruh kualitas layanan,harga,karyawan,bukti fisik terhadap loyalitas pelanggan melalui kepuasan pelanggan pada pengguna aplikasi Grabfood di Surabaya

Mevina, Ria Rista (2020) Analisis pengaruh kualitas layanan,harga,karyawan,bukti fisik terhadap loyalitas pelanggan melalui kepuasan pelanggan pada pengguna aplikasi Grabfood di Surabaya. Bachelor thesis, Universitas Pelita Harapan.

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Abstract

Dalam penelitian ini menggunakan enam variabel yaitu kualitas layanan,harga,karyawan,bukti fisik, kepuasan pelanggan serta loyalitas pelanggan. Manfaat yang diharapkan dari penelitian ini yaitu untuk menambah sebuah wawasan khususnya di bidang manajemen yaitu melihat seberapa besar pengaruh kepuasan pelanggan sehingga untuk meningkatkan transaksi berkelanjutan dari pengguna aplikasi grabfood / In the study there are six variables: the quality of service, price, employee, physical evidence, customer satisfaction and customer loyalty. The expected benefit of this research is to add an insight, particularly in the field of management, to see how much satisfaction customers can have in order to increase the continual transactions of grabfood applications.

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