Pengaruh kualitas pelayanan terhadap loyalitas pelanggan pada pengguna Grab di Kota Medan

Abstract

Transportation has an important role in economic development. Transportation can be divided into two types, namely private transportation and public transportation. Public transportation need three basic criteria, namely: comfort, safety, and speed. Interest in onlinebased transportation is now very large in urban areas, one of which is in the city of Medan. There is an important relationship between service quality and customer loyalty. This relationship is especially strong when customers are very satisfied, therefore researchers are interested in researching and knowing more about the effect of service quality on customer loyalty to Grab users in Medan City. the significance value for the service quality variable is 0.000 < p (0.05), then the hypothesis is accepted. Thus partially, service quality has a significant and positive effect on customer loyalty. When service quality is good, it will increase customer loyalty