Analysis of the Influence of Price Perception, Service Quality and Safety on Customer Satisfaction in Increasing Customer Loyalty in PGN Jakarta Area


Authors : M Adhenhari Musfaro; Achmad Fachrodji

Volume/Issue : Volume 8 - 2023, Issue 2 - February

Google Scholar : https://bit.ly/3IIfn9N

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

DOI : https://doi.org/10.5281/zenodo.7680877

The purpose of this research is : a. To find out and analyze the effect of price perception on customer satisfaction, b. To find out and analyze the effect of service quality on customer satisfaction, c. To find out and analyze the effect of security on customer satisfaction, d. To find out and analyze the effect of price perception on customer loyalty, e. To find out and analyze the effect of service quality on customer loyalty, f. To find out and analyze the effect of security on customer loyalty, g. To find out and analyze the effect of gas customer satisfaction on customer loyalty. The analytical method used in this research is a PLS-based SEM approach. The research was conducted at PT Perusahaan Gas Negara Area Jakarta, by taking a population and a sample of 190 household customers and small customers. The results of the study found that price, service quality, and safety of each variable had a positive effect on customer satisfaction, price, service quality, and safety of each variable had a positive effect on customer loyalty, and customer satisfaction had a positive relationship to customer loyalty.

Keywords : Price perception, service quality, security, customer satisfaction, loyalty, SEM and PLS.

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