THE INFLUENCE OF TIMELINESS OF DELIVERY, PRICE, QUALITY OF SERVICE ON CUSTOMER LOYALTY MEDIATED BY CUSTOMER SATISFACTION AT PT. TUNAS ANTARNUSA MUDA KARGO

Abstract

This research was conducted to analyze the influence of delivery price accuracy and service quality on the level of customer satisfaction and loyalty. This research method is quantitative. The number of sample in this study was 100 people who were taken by distributing using a goggle form, namely those who had used the service using a non-probability sampling technique with determining the sample size using a purposive sampling technique. The data collection technique uses a questionnaire method in the form of a closed questionnaire with a Likert measurement scale. Data were analyzed using the SEM PLS analysis technique using the SMART-PLS 4 tool. The results of this research are that there is an influence on timeliness of delivery on customer loyalty through customer satisfaction and customer satisfaction influences customer loyalty.