Novembriani Irenita Primary Author

This research aimed to investigate the effect of service quality and satisfactionon customer’s loyalty of shipping agent service on PT Tera Logistic Indonesia at Pelabuhan Taboneo, Banjarmasin. The research method used is a survey. The number of research samples was 95 customers taken through simple random sampling. Data analysis using descriptive and inferential statistical analysis by using path analysis. The results show: there is a positive and significant dirrect effect of service quality on customer”s loyalty, there is a positive and significant dirrect effect of satisfaction on customer”s loyalty, there is a positive and significant dirrect effect of service quality on customer’s satisfaction, and there is a positive and significant in dirrect effect of service quality on customer’s loyalty mediated by customer’s satisfaction. The conclusions of the study: there is a positive and significant effect of service quality and satisfaction on customer’s loyalty, so that the customer’s loyalty can be improved through service quality and customer’s satisfaction.