Proceedings of the International Conference on Business, Accounting, Banking, and Economics (ICBABE 2022)

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Quality of Service, Company Image and Price Perception of Satisfaction and Its Impact on Customer Loyalty

Authors
Nafida Alfi Faeruza1, *, Euis Soliha1
1Faculty of Economics and Business, Stikubank University, Semarang, Indonesia
*Corresponding author. Email: nafidaa90@gmail.com
Corresponding Author
Nafida Alfi Faeruza
Available Online 22 May 2023.
DOI
10.2991/978-94-6463-154-8_21How to use a DOI?
Keywords
service quality; brand image; price perception satisfaction; loyalty
Abstract

At this time, the competition for business activities of freight forwarding services is getting tighter. By understanding the needs, wants and demands of customers, it will provide important input for companies to design marketing strategies in order to create customer satisfaction. This customer satisfaction is influenced by the quality of service, price perception and company image. This study aims to determine the role of service quality, price and company image on customer satisfaction and its impact on customer loyalty (studi on JNE delivery service users). The Metode used in sampling is non probability sampling, with a total of 100 respondents. The data analysis method used is multiple linear regression analysis. The test results show that the quality of service has no positive and significant effect on customer satisfaction. The companys image has a positive and significant effect on customer satisfaction. Perce perception a positive and significant effect on customer satisfaction. Customer satisfaction has a positive and significant effect on customer loyalty.

Copyright
© 2023 The Author(s)
Open Access
Open Access This chapter is licensed under the terms of the Creative Commons Attribution-NonCommercial 4.0 International License (http://creativecommons.org/licenses/by-nc/4.0/), which permits any noncommercial use, sharing, adaptation, distribution and reproduction in any medium or format, as long as you give appropriate credit to the original author(s) and the source, provide a link to the Creative Commons license and indicate if changes were made.

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Volume Title
Proceedings of the International Conference on Business, Accounting, Banking, and Economics (ICBABE 2022)
Series
Advances in Economics, Business and Management Research
Publication Date
22 May 2023
ISBN
10.2991/978-94-6463-154-8_21
ISSN
2352-5428
DOI
10.2991/978-94-6463-154-8_21How to use a DOI?
Copyright
© 2023 The Author(s)
Open Access
Open Access This chapter is licensed under the terms of the Creative Commons Attribution-NonCommercial 4.0 International License (http://creativecommons.org/licenses/by-nc/4.0/), which permits any noncommercial use, sharing, adaptation, distribution and reproduction in any medium or format, as long as you give appropriate credit to the original author(s) and the source, provide a link to the Creative Commons license and indicate if changes were made.

Cite this article

risenwbib
TY  - CONF
AU  - Nafida Alfi Faeruza
AU  - Euis Soliha
PY  - 2023
DA  - 2023/05/22
TI  - Quality of Service, Company Image and Price Perception of Satisfaction and Its Impact on Customer Loyalty
BT  - Proceedings of the International Conference on Business, Accounting, Banking, and Economics (ICBABE 2022)
PB  - Atlantis Press
SP  - 217
EP  - 227
SN  - 2352-5428
UR  - https://doi.org/10.2991/978-94-6463-154-8_21
DO  - 10.2991/978-94-6463-154-8_21
ID  - Faeruza2023
ER  -