Examining Customer Loyalty in the Courier Service Industry: An Analysis of Service Quality and Customer Trust Factors

Lisnawati Lisnawati (), Devi Setiawati and Ratih Hurriyati
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Lisnawati Lisnawati: Universitas Pendidikan Indonesia
Devi Setiawati: Universitas Pendidikan Indonesia
Ratih Hurriyati: Universitas Pendidikan Indonesia

A chapter in Proceedings of the 8th Global Conference on Business, Management, and Entrepreneurship (GCBME 2023), 2024, pp 645-650 from Springer

Abstract: Abstract Alongside the exponential development of e-commerce or the number of online store startups in Indonesia, courier service represents an essential company prospect. a combination of factors including the rising number of emerging companies stepping foot in this sector, proactively keeping customers, particularly end consumers and businesses consumers, is becoming ever more challenging. This study attempts to understand how service quality and client trust affect customer loyalty to courier services. The data is processed statistically with the Path Analysis method. The findings in this study found that the description of service quality and customer trust and customer loyalty was in the fairly good category. service quality and customer trust in customer loyalty simultaneously and partially. The results of this study indicate that the application of service quality and customer trust courier service is able to create loyalty for its customers.

Keywords: Customer Quality; Customer Trust; Customer Loyalty (search for similar items in EconPapers)
Date: 2024
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DOI: 10.2991/978-94-6463-443-3_84

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