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Pengaruh Kualitas Pelayanan, Nilai Pelanggan Terhadap Loyalitas Pelanggan Melalui Kepuasan Pelanggan Pada Pelanggan Taksi Konvensional (Studi Kasus pada Pelanggan Taksi Kosti Semarang)

*Elisabeth Diandra Rachelia  -  , Indonesia
Widayanto Widayanto  -  , Indonesia

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Abstract

The competition taxi companies in Semarang city runs tightly, not only
conventional taxies but also taxies online. Kosti taxi is one of the taxies affected
this business competition. Sampling techniques use Purposive Sampling. Methods
of data analysis and testing use mediation analysis of Partial Least Square, namely
the WarpPLS 3.0. The test results direct influence of quality service , customer value
to the customer loyalty through customer satisfaction indicates a significant
influence. Test results influence indirect of the variables also indicate a significant
influence . The result of customer’s satisfaction as the pemediasi variable in the
model is partial mediation. Based on indicators that have the lowest value, the
researcher suggests to evaluate taxi driver service quality like to response
customer complain, pay attention to the accuracy of argo payments, increase social
customers value and improve the application of Kosti Taxi with add features attract
customers.

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Keywords: Taxi, Service Quality, Customer Value, Customer Satisfaction, Customer Loyalty.

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