THE INFLUENCE OF GREEN LOGISTICS AND SERVICE QUALITY ON CUSTOMER SATISFACTION AND LOYALTY AT PT TIKI JALUR NUGRAHA EKAKURIR (JNE): A CASE STUDY OF CUSTOMERS IN EAST JAKARTA

Muhammad Fadli, Sophian Rahman Roni, Asep Ali Thabah, Nursery Alfaridi

Abstract


This study aims to determine the effect of green logistics and service quality on customer loyalty through customer satisfaction as an intervening variable at Jalur Nugraha Ekakurir (JNE) Jakarta 2024. This research uses a quantitative approach. The sample in this study we used the lemeshow formula, where the population was not known for sure so as to get a sample size of 96.04 and rounded up to 100. The sampling technique applied in this study was purposive sampling technique. The questionnaire was distributed online via google form using a 5 Likert scale. The survey results were processed using SEM with SMART PLS software. With SmartPLS 4.0 software. For validity and reliability tests, R-square, and hypothesis testing. This study found a positive and significant relationship between green logistics and service quality on customer loyalty through customer satisfaction at Jalur Nugraha Ekakurir (JNE) Jakarta 2024.


Keywords


green logistics, service quality, customer satisfaction, customer loyalty

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References


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DOI: https://doi.org/10.25292/atlr.v7i0.704

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