THE EFFECT OF TIMELINESS AND PRICE ON CUSTOMER LOYALTY WITH CUSTOMER SATISFACTION AS AN INTERVENTION VARIABLE AT PT KAY OCEAN INDONESIA

Cecep Pahrudin, Mohamad Zaini, Nahdah Salsabila Iyumiwa, Hirosi Fadillah

Abstract


The purpose of this study is to determine the effect of timeliness on customer loyalty with customer satisfaction as a mediation tool. The desire and value of service quality is largely determined by customer satisfaction. Unsatisfactory service will cause consumers to reduce or even lose money because consumers move to other services. This is a big challenge for companies in building corporate image. The independent variables used are timeliness and price, the dependent variables are customer loyalty and customer satisfaction as intervening variables. This type of research is explanatory research through a quantitative approach. This research uses the analysis tool (Structural Equation Modelling-Partial Least Square) SEM-PLS with the help of SMART PLS 4.0 software. The population in this study was 56 respondents. The conclusion in this study is that timeliness and price both affect customer loyalty with customer satisfaction as an intervening variable.

Keywords


timeliness; price; customer loyalty; customer satisfaction; management

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DOI: https://doi.org/10.25292/atlr.v6i0.629

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Advances in Transportation and Logistics Research

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

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