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CUSTOMER LOYALTY IN HOME DELIVERY LOGISTICS: THE ROLE OF SERVICE RESONANCE QUALITY ON CUSTOMER PERCEIVED VALUE
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Abstract: The growth of e-commerce in covid-19 pandemic period opened a great opportunity for freight forwarding services that contributed to the shipping process. One key to success in e-business is by providing good shipping services. The purpose of this study was to determine the effect of Excellent Service delivery logistics and service resonance quality through customer perceived value on customer loyalty in the new normal era. This study uses a quantitative approach, data collected through surveys by distributing questionnaires to 171 respondents who use five home delivery logistics services, namely JNE, J&T, TIKI, Wahana, and Sicepat. The results of this study indicate that there is a significant influence of service excellent and service resonance quality on customer loyalty through customer perceived value.
Andiani Risma Novianty - Personal Name
Kofifah Rizki Khoirunnisa - Personal Name
Mohamad Zaini - Personal Name
Astri Rumondang - Personal Name
Kofifah Rizki Khoirunnisa - Personal Name
Mohamad Zaini - Personal Name
Astri Rumondang - Personal Name
digital
2622-5778
NONE
electronic file
English
ITL Trisakti
2020
Jakarta
GROSTLOG 2020
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