The Role of Service Quality in Increasing Brand Loyalty through Customer Satisfaction in Expedition Companies in Jakarta in 2024

Alviana Alviana, Rosiana Bethesda Helena, Euis Saribanon, Novembriani Irenita

Abstract


This study aims to analyse the influence of service quality on brand loyalty through customer satisfaction at Anteraja in Jakarta. This type of research uses quantitative research. The analysis method used in this research is Structural Equation Model (SEM) analysis using SmartPLS 4.0 software to test the relationship between variables. The population in this study is Anteraja Jakarta users. Based on the Lemeshow formula with a margin of error of 10%, it resulted in a sample calculation of 96.04, which was rounded to 100. The sampling technique in this study uses non-probability sampling, namely purposive sampling with respondent criteria that the author has determined. The data collection technique used in this study was carried out by distributing questionnaires using Google Forms. The results of this study show that service quality indirectly significantly influences brand loyalty through customer satisfaction.

Keywords


Expedition; Quality; Service; Customer Satisfaction; Brand Loyalty

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References


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DOI: https://doi.org/10.25292/atlr.v7i0.707

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