Pengaruh Kualitas Layanan, Nilai yang Dirasa dan Kepuasan Terhadap Loyalitas Pelanggan Grabbike di Sidoarjo

This study aims to determine the effect of service quality, perceived value and customer satisfaction on grab bike customer loyalty in Sidoarjo. The sampling technique used in this study uses purposive sampling (judgment sampling). Data collection techniques used a questionnaire by distributing 96 in the Sidoarjo area. Data analysis techniques in this study used descriptive analysis and statistical analysis using Structural Equation Modelling. The independent variable is service quality and perceived value. Mediation variable is customer satisfaction, and the dependent variable is customer loyalty. The result of the study is that grab bike customer loyalty in Sidoarjo is simultaneously influence by service quality, perceived value and customer satisfaction. To increase customer loyalty, the company is expected to improve the quality of service provided. Keywords : Customer Loyalty, Service Quality, Perceived Value, Customer Satisfaction