THE EFFECT OF SERVICE QUALITY AND CUSTOMER SATISFACTION ON CUSTOMER LOYALTY OF LOGISTIC SERVICES (STUDY CASE ON SICEPAT EXPRESS INDONESIA)

IMELDA IMELDA IMELDA, Maghfironi roni Julianto, Sonya Sidjabat Sid Sidjabat, Andri Primadi Prima Primadi

Abstract


SiCepat Express is a shipping company that provides services of delivering goods. This study determines the influence of service quality and customer satisfaction on customer loyalty. The method used in this study is descriptive statistics with SEM model. The data was obtained from customers who have used the services of SiCepat Company through questionnaires from 100 respondents who were analyzed by Smart PLS 3 software. The results show that service quality has no positive and significant effect on customer loyalty. However, customer satisfaction has a positive and significant effect on customer loyalty.

Keywords


Service Quality, Customer Satisfaction, Customer Loyalty.

Full Text:

PDF

References


Chin, W.C. dan Todd, P. A. (1995). On the Use, Usefulness and Ease of Use of Structural Equation Modelling in MIS Research: A Note of Caution (Vol. 19 No). MIS Quarterly.

Hair Jr, J., Black, W., Babin, B., Anderson, R., & Tatham, R. (2006). Multivariate Data Analysis (6th ed.). Upper Saddle River.

Hasfar M., Militina, T., & Achmad, G. N. (2020). Effect of Customer Value and Customer Experience on Customer Satisfaction and Loyalty Pt Meratus Samarinda. International Journal of Economics, Business and Accounting Research (IJEBAR), 4(01), 84–94. https://doi.org/10.29040/ijebar.v4i01.909

Indrawati, F. (2018). Pengaruh Kualitas Produk terhadap Loyalitas Pelanggan dengan Kepuasan Pelanggan sebagai Variabel Intervening di Cincau Station Surabaya. Agora, 6(2).

Irawan, H. (2004). Kepuasan Pelayanan Jasa. Erlangga.

Kotler, P. and K. L. K. (2009). Manajemen Pemasaran. Indeks.

Normasari, S. (2013). PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN, CITRA PERUSAHAAN DAN LOYALITAS PELANGGAN Survei padaTamu Pelanggan yang Menginap di Hotel Pelangi Malang. Jurnal Administrasi Bisnis S1 Universitas Brawijaya, 6(2), 77767.

Oda, N., Kurashina, S., Miyoshi, M., Doi, K., Ishi, T., Sudou, T., Morimoto, T., Goto, H., & Sasaki, T. (2014). Microbolometer terahertz focal plane array and camera with improved sensitivity at 0.5-0.6 THz. International Conference on Infrared, Millimeter, and Terahertz Waves, IRMMW-THz, 59–71. https://doi.org/10.1109/IRMMW-THz.2014.6956015

Parasuraman, A., Zeitham V.A., & B., & L.L. (1986). A Conceptual Model of Service Quality and Its Implications for Future Research. Journal of Marketing, 49.

Rahmawati, R. (2014). Pengaruh kepuasan terhadap loyalitas pelanggan (Sebuah kajian terhadap bisnis makanan). Teknobuga, 1(1), 66–79.

Sari, S. W., Sunaryo, S., & Mugiono, M. (2018). the Effect of Service Quality on Customer Retention Through Commitment and Satisfaction As Mediation Variables in Java Eating Houses. Jurnal Aplikasi Manajemen, 16(4), 593–604. https://doi.org/10.21776/ub.jam.2018.016.04.05

Surahman, I. G. N., Yasa, P. N. S., & Wahyuni, N. M. (2020). The Effect of Service Quality on Customer Loyalty Mediated by Customer Satisfaction in Tourism Villages in Badung Regency. Jurnal Ekonomi & Bisnis JAGADITHA, 7(1), 46–52. https://doi.org/10.22225/jj.7.1.1626.46-52




DOI: https://doi.org/10.25292/atlr.v4i0.453

Refbacks

  • There are currently no refbacks.


Copyright (c) 2021 Advances in Transportation and Logistics Research

Creative Commons License
This work is licensed under a Creative Commons Attribution-NonCommercial 4.0 International License.

Advances in Transportation and Logistics Research

ISSN: 2622-5778 (online)
Published by: Institut Transportasi dan Logistik Trisakti, Jakarta - Indonesia

ATLR by http://proceedings.itltrisakti.ac.id/index.php/ATLR is licensed under a Creative Commons Attribution 4.0 International License.