THE IMPACT OF SERVICE QUALITY AND CORPORATE IMAGE TOWARDS CUSTOMER LOYALTY MEDIATED BY CUSTOMER SATISFACTION AT LOGISTICS SERVICE QUALITY

Abstract

Purpose - This study aims to determine whether service quality (information quality, order quality, salesperson and timeliness) and company image affect customer loyalty with customer satisfaction as an intermediary. Design/ methodology/ approach - Quantitative research by spreading questionnaire to President University students with a total of 316 valid respondents. The questionnaire was validated through validity and reliability test, with 28 item statements were valid and reliable to be used. Structural Equation Modelling (SEM) was used to test the theoretical framework and this research’s hypothesis. Findings - The results of the analysis reveal that service quality and corporate image give an impact on customer satisfaction. Then, customer satisfaction impact on customer loyalty. Originality/value – Author believe that this study about The impact ofService Quality and Corporate Image Towards Customer Loyalty Mediated by Customer Satisfaction at Logistics Service Quality that focus in B2C is never been done in Indonesia.