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.

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

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