THE INFLUENCE OF SERVICE QUALITY AND PRICE ON CUSTOMER LOYALTY WITH CUSTOMER SATISFACTION AS A MEDIATION VARIABLE AT PT. MANDIRI SEJAHTERA MAKMUR JAYA, MEDAN

Management

PT. Mandiri Sejahtera Makmur Jaya is a private company engaged in the field of logistics goods delivery services, namely companies that offer goods delivery services in large quantities such as containers by ship. PT. Mandiri Sejahtera Makmur Jaya has been operating since the end of 2015 and is committed to providing the best service for its customers, and at this time the company is focusing on offering services in the domestic area of Indonesia. The problem in this study is whether Service Quality and Price through Customer Satisfaction affect Customer Loyalty. Respondents in this study were 96 customers of PT. Mandiri Prosperous Prosperous Jaya. Data analysis techniques in this study used two statistical approaches, namely descriptive statistics and inferential statistics using the SEM (Structural Equation Modeling) model. The results showed that: (1) Service Quality has a positive and significant effect on Customer Loyalty, (2) Price has a positive and significant effect on Customer Loyalty, (3) Service Quality has a positive and significant effect on Customer Satisfaction, (4) Price has a positive and significant effect significant effect on Customer Satisfaction, (5) Customer Satisfaction has a positive but not significant effect on Customer Loyalty, (6) Service Quality through Customer Satisfaction has a positive but not significant effect on Customer Loyalty, and (7) Price through Customer Satisfaction has a positive but not significant effect on Customer loyalty.

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