The Effect of Service Quality and Price Fairness on Customer Loyalty with Customer Satisfaction as a Mediating Variable among Go-Ride Users in Padang City

Authors

  • Elena Aprilia Universitas Negeri Padang, Sumatera Barat, Indonesia
  • Whyosi Septrizola Universitas Negeri Padang, Sumatera Barat, Indonesia

DOI:

https://doi.org/10.38035/jemsi.v7i1.6278

Keywords:

Customer Loyalty, Service Quality, Price Fairness, Customer satisfaction, Go-Ride

Abstract

This study aims to analyze the effect of service quality, price fairness, and customer satisfaction as mediating variables on customer loyalty for Go-Ride users in Padang City. This type of research is quantitative with a causal design, using purposive sampling to select 150 respondents. Data were collected through a structured questionnaire using a Likert scale and analyzed with SmartPLS 4.1.1.4 software. The results showed that service quality and price fairness have a significant effect on customer satisfaction and customer loyalty. In addition, customer satisfaction mediates the relationship between service quality and price fairness with customer loyalty. This research has not been able to explain all aspects that affect customer satisfaction. Use a more complex model approach by adding other supporting factors to strengthen satisfaction levels.

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Published

2025-09-16

How to Cite

Aprilia, E., & Whyosi Septrizola. (2025). The Effect of Service Quality and Price Fairness on Customer Loyalty with Customer Satisfaction as a Mediating Variable among Go-Ride Users in Padang City. Jurnal Ekonomi Manajemen Sistem Informasi, 7(1), 188–199. https://doi.org/10.38035/jemsi.v7i1.6278

Issue

Vol. 7 No. 1 (2025): Jurnal Ekonomi Manajemen Sistem Informasi (September-Oktober 2025)

Section

Articles

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Copyright (c) 2025 Elena Aprilia, Whyosi Septrizola

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