PENGARUH LOGISTIC SERVICE QUALITY TERHADAP CUSTOMER LOYALTY MELALUI CUSTOMER SATISFACTION PADA LAYANAN JASA PENGIRIMAN BARANG JNE DI SURABAYA

Adryan Virgatama Sudarji

Abstract


Pandemi Covid19 di Indonesia membuat pemerintah untuk melakukan pencegahan dengan adanya PSBB, dengan membatasi aktifitas masyarakat diluar rumah. Hal ini memberikan dampak positif dan negatif tentunya, hal positif dalam bidang bisnis dan ekonomi adalah layanan jasa pengiriman barang mengalami peningkatan sebesar 25%-30%. Merupakan peluang yang berpotensi untuk peningkatan kualitas layanan untuk mendapatkan loyalitas pelanggan. Maka dari itu tujuan dari penelitian ini adalah untuk mengetahui apakah logistic service quality mempengaruhi customer loyalty melalui customer satisfaction pada perusahaan layanan jasa pengiriman barang JNE di Surabaya.

Pada penelitian ini, jenis penelitian yang digunakan yaitu purposive sampling dan metode penelitian yang digunakan adalah metode kuantitatif. Teknik analisis data menggunakan teknik analisis statistik deskriptif dan Structural Equation Modeling (SEM) melalui proses transformasi dan penghitungan data menggunakan program PLS.

Hasil penelitian ini menunjukan bahwa logistic service quality pada layanan jasa pengiriman barang JNE di surabaya memiliki pengaruh positif dan signifikan terhadap customer loyalty dan customer satisfaction, sedangkan customer satisfaction memiliki pengaruh yang positif dan signifikan sebagai variabel yang memediasi logistic service quality terhadap customer loyalty pada layanan jasa pengiriman barang JNE di Surabaya.


Keywords


logistic service quality; customer loyalty; customer satisfaction; JNE

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