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Authors: Dwi Hari Laksana and Danang Yudhiantoro

Affiliation: Universitas Pembangunan Nasional Veteran Yogyakarta, Indonesia

Keyword(s): Quality Services, Company Image, Customer Loyalty, Customer Satisfaction.

Abstract: This study aims to analyze the effect of Service Quality and Company Image on Customer Loyalty through Customer Satisfaction at PT. Pos Indonesia (Persero) Yogyakarta "The research method using the survey method is used to obtain primary data through questionnaires. The sampling technique in this study uses a purposive sampling method, the object of this study is the customer at PT POS Indonesia (Persero) Yogyakarta, located on Jalan P Senopati no 2, Gondomanan, Yogyakarta. The results showed that service quality, company image has a positive and significant effect on customer satisfaction, service quality, company image has a positive and significant effect on customer loyalty, customer satisfaction has a significant influence in mediating service quality on customer loyalty, while customer satisfaction has an influence significant in mediating the company's image of customer loyalty at PT. Pos Indonesia (Persero) Yogyakarta.

CC BY-NC-ND 4.0

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Paper citation in several formats:
Laksana, D. and Yudhiantoro, D. (2020). Effect of Service Quality and Company Image on Customer Loyalty through Customer Satisfaction at PT. Pos Indonesia (Persero) Yogyakarta. In Proceedings of the International Conference of Business, Economy, Entrepreneurship and Management - ICBEEM; ISBN 978-989-758-471-8, SciTePress, pages 187-192. DOI: 10.5220/0009960601870192

@conference{icbeem20,
author={Dwi Hari Laksana. and Danang Yudhiantoro.},
title={Effect of Service Quality and Company Image on Customer Loyalty through Customer Satisfaction at PT. Pos Indonesia (Persero) Yogyakarta},
booktitle={Proceedings of the International Conference of Business, Economy, Entrepreneurship and Management - ICBEEM},
year={2020},
pages={187-192},
publisher={SciTePress},
organization={INSTICC},
doi={10.5220/0009960601870192},
isbn={978-989-758-471-8},
}

TY - CONF

JO - Proceedings of the International Conference of Business, Economy, Entrepreneurship and Management - ICBEEM
TI - Effect of Service Quality and Company Image on Customer Loyalty through Customer Satisfaction at PT. Pos Indonesia (Persero) Yogyakarta
SN - 978-989-758-471-8
AU - Laksana, D.
AU - Yudhiantoro, D.
PY - 2020
SP - 187
EP - 192
DO - 10.5220/0009960601870192
PB - SciTePress

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