Pengaruh Kualitas Layanan Terhadap Loyalitas Yang Dimediasi Oleh Kepuasan Pelanggan Grab Di Denpasar

Loyalty is very necessary for a company to increase competitiveness and can be an asset in maintaining company stability. The purpose of this study was to determine the effect of service quality on loyalty mediated by Grab customer satisfaction in Denpasar. Collecting data using observation methods, literature study, interview methods and questionnaires. The number of samples was determined by convenience sampling and 125 and hypothesis testing was carried out by means of path analysis and sobell test. The results of the analysis show that (1) service quality has a positive and significant effect on customer satisfaction, (2) customer satisfaction has a positive and significant effect on customer loyalty, (3) service quality has a positive and significant effect on customer loyalty, and (4) service quality has a significant effect. positive and significant towards customer loyalty through customer satisfaction. Based on the research results, it is suggested to improve service quality and customer satisfaction so that it will increase Grab customer loyalty in Denpasar City.