Pengaruh Kualitas Pelayanan, Nilai Pelanggan Terhadap Loyalitas Pelanggan Melalui Kepuasan Pelanggan Pada Pelanggan Taksi Konvensional (Studi Kasus pada Pelanggan Taksi Kosti Kota Semarang)

Abstract

The competition taxi companies in Semarang city runs tightly, not only conventional taxies but also taxies online. Kosti taxi is one of the taxies affected this business competition, it can be seen from the decrease in orders during the year 2014-2016. If this situation can't be fixed, it will cause trouble for taxi Kosti Semarang at future. This type is explanatory research, with 100 respondents ever use Kosti Taxi. The sampling use a nonprobability sampling. Sampling techniques use Purposive Sampling and Accidental Sampling. The data collected through questionnaires. Methods of data analysis and testing use mediation analysis of Partial Least Square, namely the WarpPLS 3.0. Based on the results, it can be concluded that indicator value is lower than the other indicators. The results of the calculation WarpPLS can be explained the test results direct influence of quality service , customer value to the customer loyalty through customer satisfaction indicates a significant influence. Test results influence indirect of the variables also indicate a significant influence . The result of customer’s satisfaction as the pemediasi variable in the model is partial mediation. Based on indicators that have the lowest value, the researcher suggests to evaluate taxi driver service quality like to response customer complain, pay attention to the accuracy of argo payments, increase social customers value and improve the application of Kosti Taxi with add features attract customers.