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Jurnal Transportasi, Logistik, dan Aviasi Abnus Publisher

The Impact of Service Quality and Price on Customer Loyalty of Freight Transport Companies

2023-01-25
Published
78-89
Pages
OPEN
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PW
Prima Widiyanto
Institut Transportasi dan Logistik Trisakti
FA
Firda Aranza
Institut Transportasi dan Logistik Trisakti
MH
M. Arif Hernawan
Institut Transportasi dan Logistik Trisakti
Abstract

Purpose: The purpose of this study is to analyze service quality, price, and customer loyalty, and test the influence of service quality and price variables on customer loyalty of PT. Ridho Makmur Sentosa, East Jakarta.

Research Methodology: This study used a quantitative descriptive approach with a saturated sampling technique. Data were collected through online questionnaires from 37 customers. Ridho Makmur. The data analysis technique used multiple linear regression analysis methods, determination coefficient tests, multiple correlation tests, T tests, and F-tests.

Results: The results of the study indicate that there is an influence between Service Quality (X1) and price (X2) on Customer Loyalty (Y) of PT. Ridho Makmur Sentosa, where Y = -2.259 + 0.909X1 + 0.034X2 and R = 0.735, has a strong and positive influence between variables X1 and X2 against Y.

Conclusions: Based on the results of the hypothesis test, t count > t table or 5.746 > 2.030, so H0 is rejected and Ha is accepted, meaning that there is an influence of QCC performance on the smoothness of loading and unloading activities.

Limitations: This study has several limitations, such as a small sample size (37 respondents), the use of an online questionnaire that may introduce biases, and a cross-sectional research design that limits the ability to draw causal conclusions.

Contributions: This research contributes to understanding the impact of service quality and price on customer loyalty in the freight transportation industry. The findings show that service quality has a stronger influence on customer loyalty than price, providing an analytical model that can be applied to other service sectors.

Loyalty Customer Price Quality Service
How to Cite
Widiyanto, P., Aranza, F. ., & Hernawan, M. A. . (2023). The Impact of Service Quality and Price on Customer Loyalty of Freight Transport Companies. Jurnal Transportasi, Logistik, Dan Aviasi, 2(2), 78-89. https://doi.org/10.52909/jtla.v1i1.39
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How to Cite

Widiyanto, P., Aranza, F. ., & Hernawan, M. A. . (2023). The Impact of Service Quality and Price on Customer Loyalty of Freight Transport Companies. Jurnal Transportasi, Logistik, Dan Aviasi, 2(2), 78-89. https://doi.org/10.52909/jtla.v1i1.39
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