PENGARUH KUALITAS LAYANAN, KEPUASAN KONSUMEN DAN HARGA TERHADAP LOYALITAS KONSUMEN PADA PT RAJAWALI MENTARI KARGO SIDOARJO

Abstract

PT Rajawali Mentari Kargo is one of the private shipment companies which offer is service. As more companies are sending good from place to other places which far away. The bussines of shipment may not always run well because of, i.e. natural disaster and its own goods caracteristics.This research aimed to examine the effect of service quality which consist of physical evidence, reliability, response, guarantee and empathy on consumers satisfaction of PT Rajawali Mentari Kargo. Meanwhile, the research was quantitative.
The population was consumers who use goods shipment service of PT Rajawali Mentari Kargo. Moreover, there where 100 respondents as sample. Furthemore, the data collection technique used accidental sampling. Additionally, its sampling used accidental sampling. In addition, the data analysis technique used multiple linier regression.
Yhe research result consluded service quality, partially, had significant offect on consumers’ loyalty.
Keywords: service quality, consumers’ satisfaction, price, consumers’ loyalty