Pengaruh Kualitas Pelayanan terhadap Kepuasan dan Loyalitas Pelanggan Jasa Pengiriman PT. Pos Indonesia (Studi pada Masyarakat Sumatera Barat)

Indonesia

Abstract

This study aims to determine the effect of service quality on customer satisfaction and loyalty of PT. Indonesian post. This research was conducted in the area of West Sumatera. This type of research is descriptive quantitative research. The sampling method is a non-probability sampling technique by distributing questionnaires to 150 respondents. The data analysis technique in this study uses path analysis. This study gives the results that: (1) Service Quality has a significant effect on Customer Loyalty, (2) Service Quality has a significant effect on Customer Satisfaction, (3) Customer Satisfaction has a significant effect on Customer Loyalty. From the results of Path Analysis, it is known that there is an indirect effect of Service Quality on Customer Loyalty through Customer Satisfaction and the results of the Sobel Test indicate that Customer Satisfaction is able to mediate the relationship between Service Quality and Customer Loyalty