PENGARUH KUALITAS PELAYANAN, PERSEPSI HARGA DAN KEPUASAN PELANGGAN TERHADAP LOYALITAS PELANGGAN DI GREEN APPLE RESIDENCE NEAR SARINAH

Alifa Amanda; Ruwaida Ruwaida; Maya Syafriana Effendi; Lestari  Ambarini

Alifa Amanda Fakultas Ekonomi dan Bisnis Universitas Persada Indonesia YAI
Ruwaida Ruwaida Fakultas Ekonomi dan Bisnis Universitas Persada Indonesia YAI
Maya Syafriana Effendi Fakultas Ekonomi dan Bisnis Universitas Persada Indonesia YAI
Lestari Ambarini Fakultas Ekonomi dan Bisnis Universitas Persada Indonesia YAI

Keywords: Customer Loyalty, Service Quality, Price, Customer Satisfaction

Abstract

Due to the level of customer loyalty at Green Apple Residence Near Sarinah that has not been optimal relative
to its existing market potential, along with service quality and pricing considered not yet fully meeting customer
expectations. This study aims to determine and analyze the influence of service quality, price, and customer
satisfaction on customer loyalty at Green Apple Residence Near Sarinah. The population consists of all guests
who had stayed at Green Apple Residence Near Sarinah at least once during February–April 2026, totaling
430 guests. The sample used consisted of 160 respondents, determined through non-probability sampling using
the purposive sampling technique. Data processing was carried out using the SmartPLS application with the
Partial Least Square Structural Equation Modeling (PLS-SEM) method. The results indicate that Service
Quality, Price, and Customer Satisfaction each have a positive and significant effect on Customer Loyalty at
Green Apple Residence Near Sarinah. Based on the results of data testing, Service Quality, Price, and
Customer Satisfaction influence Customer Loyalty by 73.5%, while the remaining 26.5% is influenced by other
variables such as facilities and word of mouth (WOM).

Downloads

Download data is not yet available.