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
Abstract :
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.
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.
