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Research Paper | Business Management | Indonesia | Volume 7 Issue 8, August 2018

Factors Analysis Influencing Consumer Loyalty in Taxi Users based on Uber Online in Jakarta

Arief Mahardiwan

Abstract: This research aims to investigate the effect of service quality on customer satisfactions and loyalty of users based on Uber Jakarta online application since service excellence can enhance customers satisfaction that lead to customers loyalty which turn in give larger benefit to the company. Test are performed using an analysis of structural equation modelling on smart PLS program of 110 respondents who are qualified for the study. This research is conducted at Uber Indonesia on July to September 2017 by taking sample from the research population. Hypothesis shows 1. Customer value has a positive and significant impact on customer satisfaction.2. Quality of service has a positive and significant impact on satisfaction.3. Customer satisfaction has a positive and significant impact on customer loyalty.4. Customer value positively affects customer loyalty through satisfaction.5. Quality of service positively affects customer loyalty through customer satisfaction. For the measurement of customer loyalty index (CLI), it is expected to be done continuously periodically by the management company, because the assessor is 69.01 with the category just loyal enough to be able to know the level of development of satisfaction and loyalty to the user or consumer taxis based online especially Uber in Jakarta

Keywords: satisfaction, loyality, CLI, structural equation modelling, Uber Indonesia

Edition: Volume 7 Issue 8, August 2018,

Pages: 786 - 790

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