Analisis Loyalitas Pelanggan Industri Jasa Pengiriman Menggunakan Structural Equation Modeling
Abstract: Customer loyalty is
important for both product and service industries. A loyal customer keeps using
the company’s product and services. For a shipping service company, retaining
existing customers in order to remain faithful will certainly be very crucial.
This study was to determine relationship between variables affecting customer
loyalty at PT. Pos Indonesia-Banda Aceh, a shipping service industry. The
research used Structural Equation Modeling (SEM) and with samples of 153
questionnaires obtained through a non-probability sampling technique. By using
AMOS software, it can be concluded that the perceived quality does affect
customer satisfaction, perceived value has influence on the customer
satisfaction, the customer satisfaction is influential to trust and the trust
itself has positive influence on customer loyalty.
Penulis: Sarika Zuhri,
Andriansyah, Didi Asmadi, Siti Khajar
Koder Jurnal: jptindustridd160164
