Service Quality, Customer Satisfaction, and Company Image towards Customer Loyalty At Pt. Gajah Gotra Bali

Anak Agung  Istri Setiari JMH; Anak Agung  Putu Agung; I Wayan  Sujana; Nengah  Landra

doi:10.15520/ijcrr.v11i09.843

Anak Agung Istri Setiari JMH

Student of Management Master of Mahasaraswati University Denpasar

Anak Agung Putu Agung

Lecturer of Management Master of Universitas Mahasaraswati Denpasar

I Wayan Sujana

Lecturer of Management Master of Universitas Mahasaraswati Denpasar

Nengah Landra

Lecturer of Management Master of Universitas Mahasaraswati Denpasar

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Abstract

The high level of competition causes several companies experiencing business bankruptcy. In the last 6 years, based on data from several Bali Branch Logistics Associations, it shows a decrease in the number of association members. This study aims to analyze and determine the effect of service quality, customer satisfaction, company image on customer loyalty at PT. Gajah Gotra Bali. The research was conducted on 100 employees through interviews and questionnaires. Data were analyzed using the Smart PLS-SEM version 23.0 program. The results showed that service quality has a significant positive effect on customer satisfaction, company image and customer loyalty. Customer satisfaction has a significant positive effect on customer loyalty. Company image has no effect on customer loyalty. Customer satisfaction is able to mediate the service quality relationship to customer loyalty. Company image is not able to mediate the relationship between service quality and customer loyalty.

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Published

Sep 14, 2020

DOI:10.15520/ijcrr.v11i09.843

How to Cite

Istri Setiari JMH, A. A., Putu Agung, A. A. ., Sujana, I. W. ., & Landra, N. . (2020). Service Quality, Customer Satisfaction, and Company Image towards Customer Loyalty At Pt. Gajah Gotra Bali. International Journal of Contemporary Research and Review, 11(09), 21884?21898. https://doi.org/10.15520/ijcrr.v11i09.843

Issue

Vol. 11 No. 09 (2020)

Section

Management and Economics

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