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All Journal TOFEDU: The Future of Education Journal
Yuaningsih, Jerry Party
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Education Languange, Linguistic, Communication & Media Mathematics Other

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The Effect of Service Quality and Price on Customer Loyalty Through Customer Satisfaction as a Mediating Variable in Logistics Service Companies Yuaningsih, Jerry Party; Cahyadi, Lukman
The Future of Education Journal Vol 5 No 2 (2026)
Publisher : Lembaga Penerbitan dan Publikasi Ilmiah Yayasan Pendidikan Tumpuan Bangsa

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.61445/tofedu.v5i2.1738

Abstract

Customer loyalty is crucial for companies operating in the logistics service industry. Service quality and pricing, as independent variables, along with customer satisfaction as a mediating variable, are important factors to consider in gaining loyal customers in the fast-paced era of globalization. This study aims to measure the influence of service quality and price on customer loyalty through customer satisfaction as a mediating variable at the logistics service company Lion Parcel. The research design employed a purposive sampling method involving 126 respondents who had previously used Lion Parcel logistics services. Data were analyzed using the Structural Equation Model (SEM) with SmartPLS 4.0. The findings indicate that service quality and price have a positive effect on customer satisfaction and customer loyalty. However, customer satisfaction does not have a significant effect on customer loyalty, nor does it mediate the relationship between service quality and price on customer loyalty.
Co-Authors Lukman Cahyadi