Courier Service Application: Courier Service Quality and Customer Loyalty Mediated by Customer Experience and Customer Satisfaction

Abstract

Technology in digital platforms of courier service companies developments have improved.This certainly increases the level of competition among courier service providers.The research aimed at evaluating the construct of the Courier Service Loyalty (CSL) model as described by indicators measured from the Courier Service Quality (CSQ) variable related to Timeliness, Quality, Accuracy of Order, and Order Discrepancy Handing, which is associated with the Customer Loyalty (CL) variable through Customer Experience (EX) and Customer Satisfaction (CS).A quantitative method with the PLS-SEM technique was used to test the correlation between constructs of the CSL model.This study used 189 respondents spread across the islands of Java, Sumatra, Kalimantan, Bangka Belitung, Sulawesi and NTT.The results of this study are that all variables CSQ, EX, CS, and CL had an indirect effect in the form of partial mediation.This indicated that another intervening variable appeared, which could be an intervening variable for other models not examined in this study