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The Effects of Logistics Service Abstract 2013

1

The Effects of Logistics Service Quality and Customer Satisfaction
to Customer Loyalty of Delivery Oder Service at Fast Food
Restaurants in Surabaya
By:
Juliani Dyah Trisnawati
Lecturer of Faculty of Business and Economics, Universitas Surabaya

[email protected]
Veny Megawati
Lecturer of Faculty of Business and Economics, Universitas Surabaya

[email protected]
Prita Ayu Kusumawardhany
Lecturer of Faculty of Business and Economics, Universitas Surabaya

[email protected]
ABSTRACT
This study aimed to examine the effect of Logistics Service Quality and
Customer Satisfaction to Customer Loyalty for delivery order at fast food

restaurants in Surabaya. The full samples are 310 respondents who have already
used delivery order at fast food restaurants. To run the data, Structural Equation
Modeling (SEM) via LISREL 8.7 program would be conducted. The sampling
technique used was convenience non probability sampling.
The research concludes that there are significant effects between Logistics
Service Quality on Customer Satisfaction, Logistics Service Quality to Customer
Loyalty and Customer Satisfaction to Customer Loyalty of delivery order service
at fast food restaurants in Surabaya.

Keywords:
Logistics Service Quality, Customer Satisfaction, Customer Loyalty

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