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Examining Customer Loyalty in the Courier Service Industry: An Analysis of Service Quality and Customer Trust Factors

In: Proceedings of the 8th Global Conference on Business, Management, and Entrepreneurship (GCBME 2023)

Author

Listed:
  • Lisnawati Lisnawati

    (Universitas Pendidikan Indonesia)

  • Devi Setiawati

    (Universitas Pendidikan Indonesia)

  • Ratih Hurriyati

    (Universitas Pendidikan Indonesia)

Abstract

Alongside the exponential development of e-commerce or the number of online store startups in Indonesia, courier service represents an essential company prospect. a combination of factors including the rising number of emerging companies stepping foot in this sector, proactively keeping customers, particularly end consumers and businesses consumers, is becoming ever more challenging. This study attempts to understand how service quality and client trust affect customer loyalty to courier services. The data is processed statistically with the Path Analysis method. The findings in this study found that the description of service quality and customer trust and customer loyalty was in the fairly good category. service quality and customer trust in customer loyalty simultaneously and partially. The results of this study indicate that the application of service quality and customer trust courier service is able to create loyalty for its customers.

Suggested Citation

  • Lisnawati Lisnawati & Devi Setiawati & Ratih Hurriyati, 2024. "Examining Customer Loyalty in the Courier Service Industry: An Analysis of Service Quality and Customer Trust Factors," Advances in Economics, Business and Management Research, in: Ratih Hurriyati & Lili Adi Wibowo & Sulastri Sulastri & Lisnawati Lisnawati (ed.), Proceedings of the 8th Global Conference on Business, Management, and Entrepreneurship (GCBME 2023), pages 645-650, Springer.
    • Handle: RePEc:spr:advbcp:978-94-6463-443-3_84
    DOI: 10.2991/978-94-6463-443-3_84
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