Quality Of Service, Company Image And Price Perception Of Satisfaction And Its Impact On Customer Loyalty

Abstract

Atthis time, the competition for business activities of freight forwarding services is getting tighter. By understanding the needs, wants and demands of customers, it will provide important input for companies to design marketing strategies in order to create customer satisfaction. This customer satisfaction is influenced by the quality of service, price perception and company image. This study aims to determine the role of service quality, price and company image on customer satisfaction and its impact on customer loyalty (studi on JNE delivery service users). The Metode used in sampling is probability sampling, with a total of 100 respondents. The data analysis method used is multiple linear regression analysis. The test results show that thequality of service has a positive and significant effect on customer satisfaction. Perceptionhas a positive and significant effect on customer satisfaction. The company's image has a positive and significant effect on customer satisfaction. Customer satisfaction has a positive and significant effect on customer loyalty.