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The effect of promotion, quality of service and security on customer retention mediated by customer satisfaction on OVO application

Author

Listed:
  • Vicktor Samuel Samosir

    (Mercu Buana University, Jakarta, Indonesia)

  • Didik J. Rachbini

    (Mercu Buana University, Jakarta, Indonesia)

  • Endi Rekarti

    (Mercu Buana University, Jakarta, Indonesia)

Abstract

The purpose of this study is to find out and analyze how and how much the significance of promotion, service quality, security to customer satisfaction has implications for customer retention. This research was conducted with a census of 100 respondents. The objective of this research is to empirically prove the variables of promotion, service quality, security, on customer satisfaction in choosing the OVO application, and then have implications for customer retention. This study will also analyze the effect of promotion, service quality, security on customer retention. The results showed that the variable conditions of promotion, service quality, security, had an impact on customer satisfaction in the good category, as well as the effect of promotion, service quality,

Suggested Citation

  • Vicktor Samuel Samosir & Didik J. Rachbini & Endi Rekarti, 2021. "The effect of promotion, quality of service and security on customer retention mediated by customer satisfaction on OVO application," Technium Social Sciences Journal, Technium Science, vol. 21(1), pages 620-634, July.
    • Handle: RePEc:tec:journl:v:21:y:2021:i:1:p:620-634
    DOI: 10.47577/tssj.v21i1.3733
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    References listed on IDEAS

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    1. Calvo-Porral, Cristina & Lévy-Mangin , Jean-Pierre, 2017. "Store Brands’ Purchase Intention: Examining The Role Of Perceived Quality," European Research on Management and Business Economics (ERMBE), Academia Europea de Dirección y Economía de la Empresa (AEDEM), vol. 23(2), pages 90-95.
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    More about this item

    Keywords

    Promotion; Service quality; Security; customer satisfaction; Retention;
    All these keywords.

    JEL classification:

    • R00 - Urban, Rural, Regional, Real Estate, and Transportation Economics - - General - - - General
    • Z0 - Other Special Topics - - General

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