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
Abstract :
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.
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.
