文章基本信息

标题：THE EFFECT OF SERVICE QUALITY AND BRAND IMAGE ON LOYALTY WITH PERCEPTION OF VALUE AS A MEDIATION VARIABLE
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作者：Rusdy Hasby ; Dodi Wirawan Irawanto ; Ananda Sabil Hussein 等
期刊名称：Jurnal Aplikasi Manajemen
印刷版ISSN：1693-5241
电子版ISSN：2302-6332
出版年度：2018
卷号：16
期号：4
页码：705-713
DOI：10.21776/ub.jam.2018.016.04.17
语种：English
出版社：University of Brawijaya
摘要：This study examines the effect of service quality and brand image on customer loyalty mediated by perceived value.The research surveyed 120 Uber users in DKI Jakarta,through an online questionnaire.Research data were analyzed with Partial Least Square operated through SmartPLS program.The results of the analysis show that perceived value mediates the relationship between service quality and customer loyalty fully,and perceived value mediates the relationship between brand image and customer loyalty partially.Conclusions and implications for the academic and managerial interests of these findings are discussed in this paper.
关键词：Service quality;Brand image;Perceived value;Customer Loyalty