The Effect of Logistic Service Quality on Loyalty with Satisfaction Mediation at PT. X in Surabaya

The process of globalization has pushed people around the world to be able to buy everything they want from anywhere. PT. X Surabaya is a logistics company engaged in Freight Forwarding in sending containers with large quantities for export and import. This study seeks to examine the factors that cause customer loyalty in reusing logistics services. The purpose of this study was to examine the effect of Logistic Service Quality which is divided into five dimensions Personnel Contact Quality, Order Quality, Timeliness, Information Quality and Order Discrepancy Handling on Loyalty by mediating Satisfaction. This type of research is quantitative with the number of respondents being 105 companies in various cities that often use logistics services at PT. X. The analytical technique used is SEM with the help of the Lisrel program. The results of data analysis show that the five dimensions of Logistics Service Quality have a positive and significant influence on Satisfaction. In addition, there is a positive influence between satisfaction and loyalty. This study also shows that Information Quality, Order Quality, and Order Discrepancy Handling have a positive and significant effect on Loyalty through Satisfaction. On the other hand, Personnel Contact Quality and Timeliness have no significant effect on Loyalty through Satisfaction. The implication of the results of this study is the importance of improving service quality to improve quality which then leads to increased loyalty. Roger Lew "The Effect of Logistic Service Quality on Loyalty with Satisfaction Mediation at PT. X in Surabaya" Published in International Journal of Trend in Scientific Research and Development (ijtsrd), ISSN: 2456-6470, Volume-7 | Issue-4, August 2023, URL: https://www.ijtsrd.com/papers/ijtsrd59822.pdf Paper Url:https://www.ijtsrd.com/management/operations-management/59822/the-effect-of-logistic-service-quality-on-loyalty-with-satisfaction-mediation-at-pt-x-in-surabaya/roger-lew