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IJSRP, Volume 8, Issue 7, July 2018 Edition [ISSN 2250-3153]



      Yuni Adinda Putri, Zakaria Wahab, Muchsin Saggaff Shihab

Abstract: This study aims analyze the effect of service quality and brand trust on loyalty and the intervening role of customer satisfaction in transportation services like Go-Ride of Go-Jek in Palembang city. Questionnaires were distributed to target respondents. Using a purposive sampling technique, a total of 100 respondents were obtained. Analysis was performed using Structural Equation Modeling (SEM). The result proved that service quality and brand trust had a significant effect on loyalty through customer satisfaction. It is suggested that the Go-Ride of Go-Jek management conduct a survey to determine the needs of the desired customer and provide promotions related to the desired needs. Further research on pricing policy and word of mouth may be necessary.

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Yuni Adinda Putri, Zakaria Wahab, Muchsin Saggaff Shihab (2018); The effect of service quality and brand trust on loyalty and the intervening role of customer satisfaction in transportation service; International Journal of Scientific and Research Publications (IJSRP) 8(7) (ISSN: 2250-3153), DOI: http://dx.doi.org/10.29322/IJSRP.8.7.2018.p7959

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