THE INFLUENCE OF SERVICE QUALITY, PRICE, TIMELINESS, CUSTOMER SATISFACTION ON CONSUMER LOYALTY USERS OF INSTANT DELIVERY GOODS

Abstract

Service quality, price, timeliness, customer satisfaction have an important influence on increasing customer loyalty in instant delivery users and customers. This study aims to determine how the effect of service quality, price, and timeliness on customer satisfaction of instant delivery goods users with a case study on instant delivery goods (Gojek, Grab, and Paxel). This research uses a quantitative approach using structural equation modeling (SEM) using SMART-PLS software. This research data uses primary data from users of three instant delivery goods Grab, Gojek, and Paxel in Jakarta with a sample size of 161 respondents, the sample was obtained by filling out a questionnaire using Google form. The results of this study indicate that service quality, price, timeliness, customer satisfaction have a significant effect on customer loyalty