Pengaruh Kualitas Produk, Harga, Ketepatan Waktu Pengiriman Dan Kualitas Layanan Terhadap Loyalitas Pelanggan Melalui Kepuasan Pelanggan J&T Express Jember

Abstract

This study aims to determine directly and indirectly the effect of product quality, price, timeliness of delivery, and service quality on customer loyalty through customer satisfaction at J&T Express Jember. The sample used was 60 respondents. The results showed that there was no direct effect of price, timely delivery, and service quality on customer satisfaction, while product quality was stated to have a direct effect on customer satisfaction. And for the direct effect on customer loyalty for the variable price and customer satisfaction has a direct effect on customer loyalty, while for the variable product quality, timely delivery and service quality have no effect on customer loyalty. For the indirect effect of the product quality variable, it is stated that it has an indirect effect on customer loyalty through customer satisfaction. while for the variable price, timely delivery and service quality there is no indirect effect on customer loyalty through customer satisfaction.