Analisis Loyalitas Pelanggan Industri Jasa Pengiriman Menggunakan Structural Equation Modeling

Customer loyalty is important for both product and service industries. A loyal customer keeps using the company’s product and services. For a shipping service company, retaining existing customers in order to remain faithful will certainly be very crucial. This study was to determine relationship between variables affecting customer loyalty at PT. Pos Indonesia-Banda Aceh, a shipping service industry. The research used Structural Equation Modeling (SEM) and with samples of 153 questionnaires obtained through a non-probability sampling technique. By using AMOS software, it can be concluded that the perceived quality does affect customer satisfaction, perceived value has influence on the customer satisfaction, the customer satisfaction is influential to trust and the trust itself has positive influence on customer loyalty.