Contribution of Brand Image and Timeliness Delivery on Customer Loyalty Mediated by Customer Satisfaction at Shopee Express, East Jakarta

Nisa Wulandari, Martha Diva Amelia, Cecep Pahrudin, Agus Yuliyanto

Abstract


PT Shopee Express is one of the companies owned by PT Shopee, which is engaged in the field of goods delivery services, which are currently widely used by the public. This study aims to determine how much contribution brand image and punctuality of delivery have to customer loyalty mediated by customer satisfaction with Shopee Express delivery services. The variables in the study are brand image and punctuality of delivery as independent variables, customer loyalty as the dependent variable, and customer satisfaction as the mediating or intervention variable. The method or analysis tool in this study is SPSS (Statistical Product and Service Solution) version 29 with a quantitative approach. To determine the sample size, Hair et al. (1998) stated that the number of samples should be five times larger than the number of research variables so that this study will use a sample of 100 respondents. The results of the study based on 100 respondents stated that brand image affects customer loyalty, punctuality of delivery does not affect customer loyalty (rejected), customer satisfaction affects customer loyalty, brand image affects customer satisfaction, punctuality of delivery affects customer satisfaction, brand image through customer satisfaction affects customer loyalty, and punctuality of delivery through customer satisfaction affects customer loyalty.

Keywords


Brand Image; Timeliness Delivery; Customer Loyalty; Customer Satisfaction

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References


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DOI: https://doi.org/10.25292/atlr.v7i0.689

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