Service Quality as Mediation Variable between Online Transportation Image and Interaction Quality and Consumer Satisfaction

Arief Adhy Kurniawan, Berlilana, Sri Murni Setyawati

2018

Abstract

This study discusses service quality as a mediating variable between corporate image and quality of interaction with customer satisfaction. This study was conducted on consumers of online transportation services in Purwokerto. The sample size for the study was 105 respondents. Data analysis techniques were done by path analysis with AMOS software. The results of data analysis obtained consumer satisfaction influenced by the quality of service. Service quality is influenced by the company's image and the quality of interaction. Service quality is able to be a mediating variable between company image and interaction quality.

Paper Citation

in Harvard Style

Adhy Kurniawan A., Berlilana. and Murni Setyawati S. (2018). Service Quality as Mediation Variable between Online Transportation Image and Interaction Quality and Consumer Satisfaction.In Proceedings of the 1st International Conference on Recent Innovations - Volume 1: ICRI, ISBN 978-989-758-458-9, pages 3099-3106. DOI: 10.5220/0009947830993106

in Bibtex Style

@conference{icri18,
author={Arief Adhy Kurniawan and Berlilana and Sri Murni Setyawati},
title={Service Quality as Mediation Variable between Online Transportation Image and Interaction Quality and Consumer Satisfaction},
booktitle={Proceedings of the 1st International Conference on Recent Innovations - Volume 1: ICRI,},
year={2018},
pages={3099-3106},
publisher={SciTePress},
organization={INSTICC},
doi={10.5220/0009947830993106},
isbn={978-989-758-458-9},
}

in EndNote Style

TY - CONF

JO - Proceedings of the 1st International Conference on Recent Innovations - Volume 1: ICRI,
TI - Service Quality as Mediation Variable between Online Transportation Image and Interaction Quality and Consumer Satisfaction
SN - 978-989-758-458-9
AU - Adhy Kurniawan A.
AU - Berlilana.
AU - Murni Setyawati S.
PY - 2018
SP - 3099
EP - 3106
DO - 10.5220/0009947830993106