The Effect of Facility and Quality of Service on Loyalty, Through Consumer Satisfaction of Vehicle Rental Services at PT. Madani Business Partner


Authors : Rulian Besar Askadi

Volume/Issue : Volume 6 - 2021, Issue 9 - September

Google Scholar : http://bitly.ws/9nMw

Scribd : https://bit.ly/3hEey74

The national automotive industry has a significant impact on increasing the car rental business in Indonesia. The number of companies engaged in the car rental service business, of course, has consequences for sharp competition in getting existing customers. The purpose of this study was to determine the effect of facilities and service quality on loyalty through customer satisfaction of PT. Madani Business Partners. The population used is 116 randomly with the questionnaire method by providing a list of questions directly to the respondents. The data analysis technique in this study used SEM (Structural Equation Modeling) analysis using the IBM AMOS v22 program. The results show that facilities, quality of service and customer satisfaction have a positive influence on customer loyalty. while the indirect influence of facilities and quality of service through customer satisfaction can influence customer loyalty.

Keywords : Facilities, Service Quality, Customer Satisfaction, Loyalty.

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31 - October - 2021

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