Analysis of satisfaction and loyalty level of online taxi bike customer

Abstract

Customer satisfaction in marketing research was defined as happiness and awful that was got from someone by comparing perceived performance with perception and expectation. Therefore, customer satisfaction was explained by application quality, driver's quality and motorcycle quality. Customer loyalty in marketing research was defined by responses that reflected by continue purchasing. All component of application quality, driver's quality and motorcycle quality is a latent variable that was measured by indicators. The purpose of this research is to know about correlation between loyalty level and satisfaction level depend on sample that was gotten by stratified random sampling. In each stratum, sample has got by systematic sampling. This research used Partial Least Square (PLS) method to find correlation between customer satisfaction and loyalty satisfaction. The results showed that there is positive correlation between satisfaction and loyalty level.