The Service Quality on Customer Loyalty: The Role of Customer Satisfaction of Landline Delivery Services

This study aims to determine the influence of service quality on customer loyalty through customer satisfaction of land delivery services in JNE Kediri customers. This study uses a quantitative method, which is a method that describes in detail about something that is the object of research. The population in this study is all consumers who deliver goods or services at JNE Kediri. Meanwhile, the sample in this study is also 150 people/respondents. The data collection method uses questionnaire or questionnaire methods, observation, documentation, and literature studies. Data analysis methods with descriptive analysis and quantitative analysis, t-test (partial test), and path analysis. From the results of this study, it can be concluded that: (1) Service quality has a positive effect on customer loyalty. This is evidenced by the calculated t-value of 7.040 with a significance level of 0.000<0.05; and a regression coefficient of 0.409. (2) Service quality has a positive effect on customer satisfaction. This is evidenced by the t-calculated value of 5.001 with a significance level of 0.000<0.05; and a regression coefficient of 0.479. (3) Customer satisfaction has a positive effect on customer loyalty. This is evidenced by the calculated t-value of 5.873 with a significance level of 0.000<0.05; and a regression coefficient of 0.282. (4) Service quality has no effect on customer loyalty mediated by customer satisfaction at JNE Kediri. This is evidenced by the mediation coefficient of 0.0887 which is smaller than the direct influence value of 0.409