Abstract
This study has three objectives: (1) knowing the effect of logistic service quality on customer satisfaction, (2) knowing the effect of customer satisfaction on customer loyalty, and (3) knowing the effect of loyalty program as a moderating variable on customer loyalty and satisfaction. Kivetz et al. (2006) stated that loyalty programs are able to accelerate purchases made by customers. This research was conducted by distributing questionnaires to 207 respondents. The validity was tested by looking at the significance of KMO, Bartlett, and Component Matrix, as well as Cronbach Alpha for reliability testing, and uses the Structural Equation Modeling (SEM) technique with the LISREL application. This study uses questionnaire items from four with a total of 40 questions consisting of logistic service quality (LSQ), customer satisfaction, customer loyalty, and loyalty programs. This research showed that JNE Loyalty Card as a loyalty program strengthens the influence of customer satisfaction on customer loyalty.
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