The Impact of Service Quality on Loyalty and Satisfaction of Cargo Delivery Service Users with Trust as a Mediator
Abstract
This study is an associative explanatory research aimed at identifying and analyzing the relationships between service quality, customer satisfaction, trust, and customer loyalty. The population in this study consists of 150 customers of PT Pancaran Samudera Transport, all of whom were selected as the sample using a census sampling technique. Primary data were collected through the distribution of closed-ended questionnaires using a Likert scale ranging from 1 (Strongly Disagree) to 5 (Strongly Agree). The research instrument was developed based on indicators of each studied variable: service quality, customer satisfaction, trust, and customer loyalty. Data analysis was conducted using Partial Least Squares (PLS). The results indicate that: (1) service quality has a positive and significant effect on customer loyalty, (2) service quality has a positive and significant effect on customer trust, (3) customer satisfaction has a positive and significant effect on customer loyalty, (4) customer satisfaction has a positive and significant effect on trust, and (5) trust has a positive and significant effect on customer loyalty. These findings highlight that improving service quality and customer satisfaction, both directly and through trust, can effectively strengthen customer loyalty.
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