Vol. 10 No. 1 (2020), Articles
Vol. 10 No. 1 (2020)

Pengaruh Kualitas Layanan, Kepuasan Pelanggan dan Keterikatan Pelanggan terhadap Loyalitas Pelanggan Grab di Surabaya

Articles
DOI: 10.14414/jbb.v10i1.1760
Published 2020-10-30
Fadela Bara
STIE Perbanas Surabaya
Tjahjani Prawitowati
STIE Perbanas Surabaya
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Keywords

Customer Loyalty
Service Quality
Customer Satisfaction
Customer Engagement

How to Cite

Bara, F., & Prawitowati, T. (2020). Pengaruh Kualitas Layanan, Kepuasan Pelanggan dan Keterikatan Pelanggan terhadap Loyalitas Pelanggan Grab di Surabaya. Journal of Business & Banking, 10(1), 33-52. https://doi.org/10.14414/jbb.v10i1.1760
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Abstract

Customer Loyalty indirectly help companies to promote products or services to the people closest to them. This is will be greatly help the company to get new customers. To increase Customer Loyalty, the company is expected to improve the quality of services provided. Quality is closely related to Customer Satisfaction and Customer Engagement, quality encourages customers to establish long-term bonds of mutual benefit in the company and Customer Engagement can increase Customer Loyalty because of the high level of Customer Engagement is the result of Customer Satisfaction of the product or service provided by the company.

References

Fandy Tjiptono. 2014. Pemasaran Jasa. Yogyakarta : Andi Offset

____________. 2015. Strategi Pemasaran. Yogyakarta : Penerbit Andi

____________ dan Anastasia Diana. 2015. Pelangan Puas? Tak Cukup!. Yogyakarta : Andi Offset.

____________ dan Gregorius Chandra. 2016. Service, Quality dan Satisfaction. Yogyakarta. Andi

Grab (https://www.grab.com/id diakses 10 Oktober 2018)