PENGARUH KUALITAS LAYANAN DAN KETEPATAN PENGIRIMAN TERHADAP LOYALITAS PELANGGAN DENGAN KEPUASAN SEBAGAI VARIABEL INTERVENING PADA SIBA CARGO CABANG TANJUNGPINANG DI MASA COVID-19

Abstract

This study aims to explain the effect of Service Quality and Delivery Accuracy on Customer Loyalty with Satisfaction as an Intervening Variable. The population in the study was 3689 customers at Siba Cargo Tanjungpinang Branch. Sampling using a random porposive sampling technique, and using the Slovin formula for determining the sample. So the number of samples is 100 customers. This type of research is quantitative research. The questionnaire was tested for validity and reliability. The data were analyzed using descriptive statistical tests, data quality tests, classical assumption tests, path analysis and hypothesis testing. The results showed that service quality partially had a significant positive effect on customer loyalty, delivery accuracy and satisfaction partially had a significant positive effect on customer loyalty, service quality and delivery accuracy partially had a significant positive effect on satisfaction. Path analysis test explains that it does not prove that satisfaction can be a mediating variable between service quality and customer loyalty and satisfaction cannot be proven to be a mediating variable between delivery accuracy and customer loyalty.