Abstract
This study examines the effect of service quality, perceived value, trust, and customer satisfaction on loyalty in Patuna Tour & Travel. The data analysis technique used in this study uses a partial least square. The sample used was 360 individual respondents or ex-pilgrims who had, at least twice, used the services of Patuna Tour & Travel in carrying out the Umrah pilgrimage. The results showed that service quality has a positive effect on perceived value, service quality has a positive effect on customer satisfaction, service quality has a positive effect on trust, perceived value has a positive effect on customer satisfaction, perceived value has a positive effect on trust, customer satisfaction has a positive effect on trust, trust has a positive effect positive on loyalty and customer satisfaction does not affect loyalty
Talk to us
Join us for a 30 min session where you can share your feedback and ask us any queries you have
Schedule a callDisclaimer: All third-party content on this website/platform is and will remain the property of their respective owners and is provided on "as is" basis without any warranties, express or implied. Use of third-party content does not indicate any affiliation, sponsorship with or endorsement by them. Any references to third-party content is to identify the corresponding services and shall be considered fair use under The CopyrightLaw.
