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All Journal Jurnal Ilmiah Dan Karya Mahasiswa
Mohammad Fikri Akbar Saputra
Universitas Sunan Giri Surabaya
Humanities Computer Science & IT Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Environmental Science Languange, Linguistic, Communication & Media

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Pengaruh Pelayanan dan Kepuasan terhadap Loyalitas Konsumen pada Layanan Jasa Kurir Online Didit Darmawan; Siti Darni; Mohammad Fikri Akbar Saputra
Jurnal Ilmiah Dan Karya Mahasiswa Vol. 4 No. 3 (2026): Juni : JURNAL ILMIAH DAN KARYA MAHASISWA (JIKMA)
Publisher : Institut Teknologi dan Bisnis (ITB) Semarang

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.54066/jikma.v4i3.4998

Abstract

The rapid development of online courier services in Indonesia has created intense competition among companies to retain customers. In this context, service quality and customer satisfaction have become important factors that determine consumer loyalty toward service providers. This study aims to analyze the influence of service quality and customer satisfaction on consumer loyalty in online courier services. The method used in this research is a qualitative literature review, utilizing findings from various sources, including scientific journal articles and previous studies relevant to the research topic as the basis for analysis. The results of the review indicate that service quality plays an important role in shaping positive consumer perceptions of online courier services, thereby increasing consumers’ willingness to use these services. Meanwhile, customer satisfaction encourages consumers to continue using online courier services in the future. Based on the findings from previous studies, it can be concluded that service quality and customer satisfaction have a positive and significant influence on consumer loyalty toward online courier services.
Co-Authors Didit Darmawan Siti Darni