ANALISIS DAMPAK LOGISTICS SERVICE QUALITY DAN PERCEIVED PRICE FAIRNESS TERHADAP SERVICE LOYALTY DI PT. MITRA JELAJAH SOLUSINDO

Daniel Fransiscus, Hoetomo Lembito, Arief Bimantoro Suharko

Abstract


Penelitian ini membahas pengaruh logistics service quality terhadap service loyalty dengan customer satisfaction sebagai variabel intervening di PT. Mitra Jelajah Solusindo. Sampel penelitian ini berjumlah 23 responden pelanggan PT. Mitra Jelajah Solusindo yang melakukan transaksi berulang (repeat order) di bulan Agustus 2018-Januari 2020. Hasil penelitian menunjukkan bahwa setiap hubungan antar variabel baik logistics service quality, perceived price fairness, customer satisfaction memberikan pengaruh yang beragam terhadap service loyalty.


Keywords


logistics service quality ; perceived price fairness ; customer satisfaction ; service loyalty ; Mitra Jelajah Solusindo

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