Effect of Service Quality and Company Image on Customer Loyalty through Customer Satisfaction at PT. Pos Indonesia (Persero) Yogyakarta

Dwi Hari Laksana, Danang Yudhiantoro

2019

Abstract

This study aims to analyze the effect of Service Quality and Company Image on Customer Loyalty through Customer Satisfaction at PT. Pos Indonesia (Persero) Yogyakarta "The research method using the survey method is used to obtain primary data through questionnaires. The sampling technique in this study uses a purposive sampling method, the object of this study is the customer at PT POS Indonesia (Persero) Yogyakarta, located on Jalan P Senopati no 2, Gondomanan, Yogyakarta. The results showed that service quality, company image has a positive and significant effect on customer satisfaction, service quality, company image has a positive and significant effect on customer loyalty, customer satisfaction has a significant influence in mediating service quality on customer loyalty, while customer satisfaction has an influence significant in mediating the company's image of customer loyalty at PT. Pos Indonesia (Persero) Yogyakarta.

Paper Citation

in Harvard Style

Laksana D. and Yudhiantoro D. (2019). Effect of Service Quality and Company Image on Customer Loyalty through Customer Satisfaction at PT. Pos Indonesia (Persero) Yogyakarta.In Proceedings of the International Conference of Business, Economy, Entrepreneurship and Management - Volume 1: ICBEEM, ISBN 978-989-758-471-8, pages 187-192. DOI: 10.5220/0009960601870192

in Bibtex Style

@conference{icbeem19,
author={Dwi Hari Laksana and Danang Yudhiantoro},
title={Effect of Service Quality and Company Image on Customer Loyalty through Customer Satisfaction at PT. Pos Indonesia (Persero) Yogyakarta},
booktitle={Proceedings of the International Conference of Business, Economy, Entrepreneurship and Management - Volume 1: ICBEEM,},
year={2019},
pages={187-192},
publisher={SciTePress},
organization={INSTICC},
doi={10.5220/0009960601870192},
isbn={978-989-758-471-8},
}

in EndNote Style

TY - CONF

JO - Proceedings of the International Conference of Business, Economy, Entrepreneurship and Management - Volume 1: ICBEEM,
TI - Effect of Service Quality and Company Image on Customer Loyalty through Customer Satisfaction at PT. Pos Indonesia (Persero) Yogyakarta
SN - 978-989-758-471-8
AU - Laksana D.
AU - Yudhiantoro D.
PY - 2019
SP - 187
EP - 192
DO - 10.5220/0009960601870192