Courier Service Application: Courier Service Quality and Customer Loyalty Mediated by Customer Experience and Customer Satisfaction

Abstract

Technology in digital platforms of courier service companies developments have improved. This certainly increases the level of competition among courier service providers. The research aimed at evaluating the construct of the Courier Service Loyalty (CSL) model as described by indicators measured from the Courier Service Quality (CSQ) variable related to Timeliness, Quality, Accuracy of Order, and Order Discrepancy Handing, which is associated with the Customer Loyalty (CL) variable through Customer Experience (EX) and Customer Satisfaction (CS). A quantitative method with the PLS-SEM technique was used to test the correlation between constructs of the CSL model. This study used 189 respondents spread across the islands of Java,

The Influence Of Service Quality, Brand Image, And E-Wom On Consumer Satisfaction

“…J&T Express also has a good communication system to provide information about delivery status, tracking numbers and how to resolve problems if there are problems with delivery which will increase consumer satisfaction. The results obtained are also supported by the results of studies by (Dam & Dam, 2021;Gamaliel et al, 2022;Gholipour Soleimani & Einolahzadeh, 2018;Hamidin & Hendrayati, 2022;Hsieh et al, 2018;Sulemana et al, 2023;Tandon et al, 2020) which also states that the service quality variable has a positive and significant effect on the consumer satisfaction variable.…”

“…In this particular investigation, quantitative approaches are used. According to Hamidin and Hendrayati (2022) and Wattoo and Iqbal (2022), a quantitative approach is understood to be the process of locating numerical data and using it in order to examine information about a phenomenon that is being investigated. For the purpose of gathering information for this research, a survey will be carried out in the field.…”

“…This evaluation is undertaken in addition to the evaluation of the service results themselves. An examination of the relevant literature (Dam & Dam, 2021;Gamaliel et al, 2022;Gholipour Soleimani & Einolahzadeh, 2018;Hamidin & Hendrayati, 2022;Hsieh et al, 2018;Sulemana et al, 2023;Tandon et al ., 2020) reveals that service quality has a positive and significant impact on the level of satisfaction experienced by customers. Using this description as a starting point, one may perhaps develop a hypothesis.…”

“…Research on service quality, brand image, Electronic Word of Mouth (E-WOM), and consumer satisfaction are interested to be research because a number of previous studies have shown mixed results. (Agus Khoironi et al, 2018;Alrwashdeh et al, 2020;Bernarto et al, 2022.;Dam & Dam, 2021;Gabriela & Antonio, 2022.;Gamaliel et al, 2022;Gholipour Soleimani & Einolahzadeh, 2018;Ginting et al, 2023;Hamidin & Hendrayati, 2022;Hsieh et al, 2018;Kuo & Nakhata, 2019;Redditt et al, 2022;Sulemana et al, 2023;Tandon et al, 2020;Wattoo & Iqbal, 2022) According to Hsieh et al (2018), the culture of traditional catering services was greatly influenced by the quality of the service. Based on this, it can be deduced that when there is a growth in service quality, brand image, and customer satisfaction, there is also an improvement in service culture.…”

“…The findings of a study conducted by Hamidin and Hendrayati (2022) indicate that customers are more likely to stay loyal to a firm after having a great experience. The researchers discovered that the link between service quality and customer loyalty is mediated by the presence of consumer pleasure.…”