文章基本信息

标题：An Analysis on the Infleunce of Relational Benefits on Satisfaction,Commitment and Loyalty (A Survey Done to Gojek Online Transportation Customers)
本地全文：下载
作者：Rizqy Aziz Basuki ; Edy Yulianto ; Edriana Pangestuti 等
期刊名称：Wacana: Jurnal Sosial dan Humaniora
印刷版ISSN：1411-0199
电子版ISSN：2338-1884
出版年度：2019
卷号：22
期号：3
页码：141-148
语种：English
出版社：Universitas Brawijaya
摘要：This research examined the influence of relational benefits on customer satisfaction,commitment,and loyalty. This research was conducted using a survey design,which samples were selected using a purposive sampling technique. The samples of this research were 357 Gojek Indonesia customers from 10 big cities in Indonesia. Structural Equation Model (SEM) based on Partial Least Square (PLS) was employed as the data analysis tool. The results of this research showed that relational benefits significantly influenced customer satisfaction,commitment and loyalty. Customer satisfaction and commitment were also confirmed to abridge the relationship between relational benefit and customer loyalty. Furthermore,customer satisfaction and commitment significantly influenced customers’ loyalty..
关键词：relational benefits;customer satisfaction;customer commitment;customer loyalty;online transportation