The Influence of Price, Quality of Service, Advancement and Customer Satisfaction on Customer Loyalty


Authors : Catherine; Aloysius Harry Mukti

Volume/Issue : Volume 7 - 2022, Issue 3 - March

Google Scholar : https://bit.ly/3IIfn9N

Scribd : https://bit.ly/35Hck4d

DOI : https://doi.org/10.5281/zenodo.6414649

This research was conducted to test and analyze the influence of price, service quality, Advancement, and customer satisfaction on customer loyalty. The growing of e-commerce in present days opens up great opportunities for inter-regional freight forwarding services, both domestic and overseas, to be able to contribute to the delivery process. Delivery services also play an important role in supporting the smooth running of a company's business that requires fast and safe delivery services.Loyal customers have characteristics, among others, making repeated purchases at the same business entity on a regular basis, buying product lines and services offered by the same business entity, informing others about the satisfactions obtained from the business entity, and demonstrating immunity to offers from competing business entities. Customer loyalty is influenced by several supporting factors such as prices that match expectations, the quality of services provided, the accuracy of Advancements, and customer satisfaction with the services offered.The method used in this research is Structural Equation Frameworking (SEM) using the SmartPLS application. The population in this study were consumers of J&T Express Summarecon Bekasi customers as many as 146 respondents. The type of sample in this study was purposive sampling and obtained 108 respondents. The test results show that the price has a absolute and remarkableinfluence on customer loyalty for J&T Express Summarecon Bekasi, advancement has no remarkableinfluence on customer loyalty for J&T Express Summarecon Bekasi, service quality has no remarkableinfluence on customer loyalty for J&T Express Summarecon Bekasi, and customer satisfaction has a absolute and remarkableinfluence on loyalty J&T Express Summarecon Bekasi customers

Keywords : Price, Service Quality, Advancement, Customer Satisfaction, Customer Loyalty.

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