Research Paper
Year: 2018 | Month: November | Volume: 5 | Issue: 11 | Pages: 15-27
Customer Satisfaction and Loyalty on Customer Delivered Value of Postal and Shipping Service
Nadya Khairunnisa1, Jono M Munandar2, Mukhammad Najib2
1Graduate Student of Management Science, 2Lecturer, Department of Management,
Faculty of Economics and Management, Bogor Agricultural University (IPB), Kampus IPB Darmaga, Bogor 16680, Indonesia
Corresponding Author: Nadya Khairunnisa
ABSTRACT
Postal and package services must be able to provide value that customers want in gaining competitive advantage. Where, the company provides benefits compared to the costs incurred for satisfaction, so that customers can be loyal to the service. This study aims to analyze the characteristics of respondents, analyze customer delivered value affect customer satisfaction, analyze customer delivered value affect customer loyalty, analyze customer satisfaction as an intervening variable affect loyalty, analyze customer delivered value affect customer satisfaction, analyze customer delivered value affect customer loyalty on service letters and packages to Indonesia. This type of research is causal research. The population is customers who have used mail and package services. The number of samples is 180 respondents. The characteristics of customers are people who have purchased postal services and goods packages and respondents are more than 17 years old. The analysis technique used is Structural Equation Modeling (SEM) with the help of AMOS 21.
Key words: Customer delivered value, customer loyalty, customer satisfaction, postal and shipping service
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