Andiani Risma Novianty, Kofifah Rizki Khoirunnisa, Mohamad zaini, Astri rumondang


The growth of e-commerce in covid-19 pandemic period opened a great opportunity for freight forwarding services that contributed to the shipping process. One key to success in e-business is by providing good shipping services. The purpose of this study was to determine the effect of Excellent Service delivery logistics and service resonance quality through customer perceived value on customer loyalty in the new normal era. This study uses a quantitative approach, data collected through surveys by distributing questionnaires to 171 respondents who use five home delivery logistics services, namely JNE, J&T, TIKI, Wahana, and Sicepat. The results of this study indicate that there is a significant influence of service excellent and service resonance quality on customer loyalty through customer perceived value.


Home Delivery Logistics, Service Excellent, Service Resonance Quality, Customer Perceived Value, Customer Loyalty, New Normal

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