Examining Customer Loyalty in the Courier Service: An Analysis of Service Quality and Customer Trust Factors
L. Lisnawati- D. Setiawati- R. Hurriyati

Universitas Pendidikan Indonesia

Abstract

This research aims to obtain an overview and influence of service quality and customer trust on customer loyalty to courier service. This research uses descriptive and verification methods with a quantitative approach. The sample of this research is 100 respondents who are customers courier service. The data is processed statistically with the Path Analysis method. The findings in this study found that the description of service quality and customer trust and customer loyalty was in the fairly good category. service quality and customer trust in customer loyalty simultaneously and partially. The results of this study indicate that the application of service quality and customer trust courier service is able to create loyalty for its customers.

Keywords: Customer Quality, Customer Trust, Customer Loyalty

Topic: Marketing Management, Relationship Marketing, Service Marketing