Analysis of the Influences of Service Quality, Brand Image, and Customer Satisfaction on the Customer Loyalty of J&T Expedition Services, Manado City

Abstract

The aim of this research is to determine the influence of service quality, brand image and customer satisfaction on customer loyalty of J&T Expedition Services in Manado City simultaneously and partially. Data collection in this research used questionnaires and documentation with a total of 100 respondents who were customers of J&T Expedition Services in Manado City. The results of this research show that there is a significant influence of service quality, brand image and customer satisfaction on customer loyalty of J&T Expedition Services in Manado City. Based on the results of this research, to increase consumer loyalty, it is recommended for J&T Express Manado City to maintain and even improve service quality because service quality plays an important role and also has a big influence on customer loyalty. It is also recommended for J&T Express Manado City to continue to optimize everything that can improve their company image and the image of the services they offer and continue to maintain customer satisfaction by maintaining consistency in providing services, both improving the service process and the performance of the service itself so as to create desire to use the expedition services offered