PENGARUH SERVICESCAPE DAN SERVICE EXCELLENCE TERHADAP CUSTOMER LOYALTY DENGAN CUSTOMER SATISFACTION SEBAGAI VARIABEL INTERVENING PADA JASA J&T EXPRESS CABANG KURANJI PADANG

Abstract

This study aims to determine the effect of servicescape and service excellence on customer loyalty through customer satisfaction as an intervening variable. This study uses data collection methods by distributing questionnaires. The population and sample used in this study were J&T service users in the city of Padang, which amounted to eight 80 respondents. The data analysis methods in this study were PLS and SPSS. The hypothesis in this study were tested using analytical methods including: Measurement Model Assessment, Descriptive Analysis, R Square, Q Square and Structural Model Assessment. From the test results, it can be concluded that servicescape has a positive effect on customer loyalty, service escape has a positive effect on customer satisfaction, service excellence has no effect on customer satisfaction, service excellence has no effect on customer loyalty, customer satisfaction has no mediates the relationship between servicescape and customer loyalty and customer satisfaction mediates the relationship between service excellence and customer loyalty of J&T users in the city of Padang. Keywords: servicescape, service excellence, customer loyalty, customer satisfaction