The Effect of Service Quality and Delivery Accuracy on Customer Loyalty Through Customer Satisfaction (Case Study CV. Sarana Utama Cargo

Sarifah, Zaydatus and Lestariningsih, MArsudi and Satrio, Budhi (2023) The Effect of Service Quality and Delivery Accuracy on Customer Loyalty Through Customer Satisfaction (Case Study CV. Sarana Utama Cargo. International Journal of Business, Law, and Education, 4 (2).

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Abstract

This study is a retrospective study and aims to identify and quantify the impact of service quality and delivery accuracy on customer satisfaction through customer satisfaction. Sarana Utama Cargo. The aim of the problem is to try to identify the impact of quality and accuracy of delivery of goods, directly and indirectly on customer satisfaction.The method of this study is a descriptive-quantitative method using descriptive and inferential analysis, that is, the statistical data of the study is measured using WarpPLS 5.0 software. Data analysis showed that all indicators are part of the research model and should be continued until the hypothesis is valid. Based on the data analysis of direct and indirect effects, it was found that service quality and delivery accuracy had a significant impact on customer satisfaction, customer satisfaction was related to Customer loyalty and customer satisfaction was linked to the quality of service and delivery. The truth turned out to be irreconcilable. Customer loyalty has been shown to be a trade-off between delivery accuracy and customer loyalty. Customer satisfaction cannot be synonymous with good customer service. This shows that the quality of services provided by the company is not a measure of customer satisfaction and will therefore affect customer loyalty to the company's services. Customer loyalty is determined by customer satisfaction. This shows that sending the customer's product to their location correctly will increase customer satisfaction, which will increase their loyalty to the services provided by CV. Sarana Utama Cargo. Good service has a positive effect on customer loyalty. Customer satisfaction has a positive impact on customer loyalty. This shows that the customer is satisfied with the services provided by the company. The client will therefore trust your CV. Sarana Utama Cargo. We hope that the results of this study will serve as a reference for discussing related issues in the future. The population of this study consists of customers loyal to the CV company. Sarana Utama Cargo uses more than one service. The sampling procedure for this study was carried out using non-probability sampling using purposive sampling technique for all 100 respondents

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