Pengaruh Harga Dan Kualitas Pelayanan Terhadap Loyalitas Yang Dimediasi Kepuasan Pelanggan (Studi Pada Pelanggan inDrive Kota Malang)

Technological developments are growing very rapidly in the current disruptive era, thus encouraging the creation of new innovations and ultimately replacing previous technologies. Online transportation is one sector that is experiencing very rapid growth. The latest online transportation service inDrive, which was just launched simultaneously on January 14, 2020, also chose Malang as the city of choice to launch the inDrive application from several other cities in Indonesia. This study aims to analyze the effect of price and service quality on customer satisfaction and loyalty of InDrive in Malang City, including the role of satisfaction mediation in the relationship. This research method uses a quantitative method with a sample of 260 respondents. The results of this study state that the influence of price and service quality on customer loyalty, with satisfaction as a mediating variable, shows positive and significant results overall.