The objective of this study is to determine the influence of service quality and brand images to customer satisfaction and its impact on customer loyalty in PT Freight Solution Indonusa. The research population is all the customers export and import 200 customers. Number of sample is using Slovin formula 133 customers. The data obtained and collected through the instrument by a questionnaire using a Likert scale. The data, then analyzed using path analysis. The results of the calculation and the test data can be concluded that quality of service and brand image influenced on customer satisfaction and have an impact on customer loyalty. Therfore, the quality of service and a good brand image will create customer satisfaction and enhance customer loyalty.
The objective of this study is to find out the influence of service quality and brand images to customer satisfaction and its impact on customer loyalty in PT Freight ABSTRAKPenelitian ini bertujuan untuk menganalisis pengaruh kualitas pelayanan dan citra merek terhadap kepuasan pelanggan dan dampaknya terhadap loyalitas pelanggan pada PT Freight Solution Indonusa. Populasi penelitian yaitu semua pelanggan export dan import sebanyak 200 pelanggan. Jumlah sampel penelitian menggunakan rumus Slovin sebanyak 133 pelanggan. Data yang diperoleh kemudian dkumpulkan melalui instrument dalam bentuk kuesioner dengan menggunakan skala likert. Metode analisis data menggunakan analisis jalur (Path Analysis). Hasil perhitungan dan pengujian data dapat diperoleh kesimpulan bahwa setiap variabel independent dalam penelitain ini yaitu kualitas pelayanan dan citra merek memiliki pengaruh terhadap kepuasan pelanggan yang berdampak pada loyalitas pelanggan. Oleh karena kualitas pelayanan dan citra merek yang baik maka akan menciptakan kepuasan pelanggan sehingga nantinya akan menciptakan dan meningkatkan loyalitas pelanggan.Kata Kunci: kualitas pelayanan, citra merek, kepuasan pelanggan, loyalitas pelanggan.
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