The Influence of Service Quality, Trust and Corporate Image on Customer Loyalty with Customer Satisfaction as Intervening Variables in SiCepat Ekspres In the City of Depok

Abstract

The development of online shops in several e-commerce makes changes the pattern of public consumption. Seeing the increasing consumer needs and the number of online businesses that have sprung up, this has triggered the need for freight forwarding companies to also increase. The purpose of this study was to analyze the effect of the quality of service, trust and company image on customer loyalty with customer satisfaction as an intervening variable in Sicepat Ekspres in Depok City. The method of analysis in this study uses primary data. The data obtained came from questionnaires distributed to 210 respondents, namely SiCepat Ekspres customers in Depok City. Samples were taken using purposive sampling technique. The analytical tool used in this study is SmartPLS version 3.0 by conducting validity tests (Convergent Validity, Discriminant Validity, Average Variance Extracted (AVE), Reliability Test (Composite Reliability and Cronbach’s Alpha), R Square, and Path Coefficient. The results of the study are seen from path coefficient shows that Service Quality has a significant effect on Customer Satisfaction, Trust has no effect on Customer Satisfaction, Corporate Image has a significant effect on Customer Satisfaction, Service Quality has no effect on Customer Loyalty, Trust has no effect on Customer Loyalty, Corporate Image has no effect on Customer Loyalty, Customer Satisfaction has a significant effect on Customer Loyalty, The influence of Service Quality has a significant effect on Customer Loyalty with Customer Satisfaction, Trust has no effect on Customer Loyalty with Customer Satisfaction, Corporate Image has a significant effect on Customer Loyalty with Customer Satisfaction.