Proceedings of the 8th Global Conference on Business, Management, and Entrepreneurship (GCBME 2023)

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Examining Customer Loyalty in the Courier Service Industry: An Analysis of Service Quality and Customer Trust Factors

Authors
Lisnawati Lisnawati1, *, Devi Setiawati1, Ratih Hurriyati1
1Universitas Pendidikan Indonesia, Bandung, Indonesia
*Corresponding author. Email: lisnawati@upi.edu
Corresponding Author
Lisnawati Lisnawati
Available Online 26 June 2024.
DOI
10.2991/978-94-6463-443-3_84How to use a DOI?
Keywords
Customer Quality; Customer Trust; Customer Loyalty
Abstract

Alongside the exponential development of e-commerce or the number of online store startups in Indonesia, courier service represents an essential company prospect. a combination of factors including the rising number of emerging companies stepping foot in this sector, proactively keeping customers, particularly end consumers and businesses consumers, is becoming ever more challenging. This study attempts to understand how service quality and client trust affect customer loyalty to courier services. The data is processed statistically with the Path Analysis method. The findings in this study found that the description of service quality and customer trust and customer loyalty was in the fairly good category. service quality and customer trust in customer loyalty simultaneously and partially. The results of this study indicate that the application of service quality and customer trust courier service is able to create loyalty for its customers.

Copyright
© 2024 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 8th Global Conference on Business, Management, and Entrepreneurship (GCBME 2023)
Series
Advances in Economics, Business and Management Research
Publication Date
26 June 2024
ISBN
978-94-6463-443-3
ISSN
2352-5428
DOI
10.2991/978-94-6463-443-3_84How to use a DOI?
Copyright
© 2024 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  - Lisnawati Lisnawati
AU  - Devi Setiawati
AU  - Ratih Hurriyati
PY  - 2024
DA  - 2024/06/26
TI  - Examining Customer Loyalty in the Courier Service Industry: An Analysis of Service Quality and Customer Trust Factors
BT  - Proceedings of the 8th Global Conference on Business, Management, and Entrepreneurship (GCBME 2023)
PB  - Atlantis Press
SP  - 645
EP  - 650
SN  - 2352-5428
UR  - https://doi.org/10.2991/978-94-6463-443-3_84
DO  - 10.2991/978-94-6463-443-3_84
ID  - Lisnawati2024
ER  -