Lisda Rahmasari Primary Author Sofwan Farisyi Additional Author Putri Akhsa Nabila Additional Author Prasadja Ricardianto Additional Author Tri Iriani Eka Wahyuni Additional Author Ferdy Trisanto Additional Author Moejiono Moejiono Additional Author Arief Rahman Additional Author Muhammad Taris Hasibuan Additional Author ENDRI ENDRI Additional Author

This research aimed to analyze the direct and indirect influence of customer relationship management and brand image on customer loyalty in the marine export department of DSV Transport Indonesia through customer satisfaction. Customer Relationship Management in goods delivery was one of the essential variables to improve company service to satisfy its customers and impact their loyalty. Research with a quantitative approach uses the Path Analysis statistical tool. This research used quantitative methods with a sample of 199 companies. The key findings of this research stated that customer relationship management has a negative and insignificant effect on the satisfaction and loyalty of marine export customers of DSV Transport Indonesia. Thus, the changes occurring in the application of Customer Relationship Management in marine exports would not affect the satisfaction and loyalty of marine export customers of DSV Transport Indonesia. Based on the results of this research, it was stated that customer satisfaction was indirectly able to function as a mediator or mediate the indirect influence of Customer Relationship Management and brand image on the customer loyalty to marine exports of DSV Transport Indonesia.