Nuralam, Inggang Perwangsa and Hersanto, Joshua Putra (2025) Service Quality as a Determinant of Customer Retention: Unveiling the Mediating Effect of Satisfaction among Gojek App Users. In: Proceedings of the 6th Annual International Conference on Business and Public Administration, AICOBPA 2023, 1 November 2023, Malang, Indonesia.
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Abstract
This research aims to validate the roles of tangibility, empathy, reliability, responsiveness, and assurance in shaping customer retention rates, using customer satisfaction as a mediating factor among Gojek users in Indonesia. Adopting an explanatory framework with a quantitative lens. Data was col
| Item Type: | Conference or Workshop Item (UNSPECIFIED) |
|---|---|
| Date Deposited: | 04 Mar 2026 20:23 |
| Last Modified: | 16 Apr 2026 15:41 |
| URI: | http://eprints.eai.eu/id/eprint/60452 |
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