Satriyoaji, Stanislaus Bagus (2024) THE EFFECT OF SERVICE QUALITY TOWARDS CUSTOMER LOYALTY (STUDY OF GOPAY). S1 thesis, UNIVERSITAS ATMA JAYA YOGYAKARTA.
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Abstract
The purpose of this study is to investigate the effects between service quality which contain of technical quality, functional quality and reputational quality towards customer loyalty which contain of attitudinal customer loyalty and behavioral customer loyalty. Data were obtained 220 respondents using online survey and analyzed using Partial Least Squares technique. This result examines reputational quality influenced attitudinal and behavioral customer loyalty. In Indonesia, there are small investigation towards e-wallet that use technical quality, functional quality, and reputational quality in e-wallet industry, therefore, this study hoped to add insights on e-wallet industry
| Item Type: | Thesis (S1) |
|---|---|
| Uncontrolled Keywords: | service quality, customer loyalty, technical quality, functional quality, reputational quality, attitudinal customer loyalty, behavioral customer loyalty |
| Subjects: | Business Management > International Marketing |
| Divisions: | Fakultas Ekonomi > Manajemen Internasional |
| Depositing User: | Editor 3 uajy |
| Date Deposited: | 02 Sep 2024 18:58 |
| Last Modified: | 02 Sep 2024 18:58 |
| URI: | http://e-journal.uajy.ac.id/id/eprint/32331 |
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