Courier Service Application: Courier Service Quality and Customer Loyalty Mediated by Customer Experience and Customer Satisfaction
Dini Hamidin(a*), Henny Hendrayati(b)

a) Sekolah Pascasarjana, Universitas Pendidikan Indonesia
Jl. Dr. Setiabudi No.229 Bandung, Indonesia

b) Sekolah Pascasarjana, Universitas Pendidikan Indonesia
Jl. Dr. Setiabudi No.229 Bandung, Indonesia

Abstract

Technological developments have improved the digital platform of courier service companies. This certainly increases the level of competition between courier service companies. The construct of the Courier Service Loyalty (CSL) model is described by indicators measured from the Courier Service Quality (CSQ) variable related to Timeliness, Quality, Accuracy of Order, and Order Discrepancy Handing, which is associated with the Customer Loyalty (CL) variable. through Customer Experience (EX) and Customer Satisfaction (CS). A quantitative method with the PLS-SEM technique was used to test the correlation between constructs of the CSL model. This study used 189 respondents spread across the islands of Java, Sumatra, Kalimantan, Bangka Belitung, Sulawesi and NTT. The results of this study are all variables CSQ, EX, CS, and CL have an indirect effect in the form of partial mediation. This indicates that another intervening variable appears which can be an intervening variable for other models not examined in this study.

Keywords: courier service quality, customer Loyalty, Customer Experience, Customer Satisfaction

Topic: Marketing Management