Pengaruh Harga yang Dipersepsikan, Kualitas Layanan, dan Citra Perusahaan terhadap Loyalitas Pelanggan: Studi Kasus di PT. Evergreen Shipping Agency Indonesia Palembang
Abstract:
Purpose: This study is to determine the influence of perceived price, service quality and company image on customer loyalty with customer satisfaction as intervening variable on PT. Evergreen Shipping Agency Indonesia Palembang
Methodology: This research uses qualitative data in the form of questionnaire results which are then processed into quantitative data using SmartPLS with 126 people customers of PT. Evergreen Shipping Agency Indonesia Palembang was used as sample
Results: The research results show that only service quality and company image influence customer satisfaction and only customer satisfaction and company image have a significant effect on customer loyalty. The corporate image variable has the strongest influence on customer loyalty, while service quality is the variable that has the highest level of significance with the customer satisfaction variable
Limitations: The limitation of this study is only focus on perceived price, service quality and company image on customer loyalty with customer satisfaction as intervening variable on PT. Evergreen Shipping Agency Indonesia Palembang
Contribution: This research is expected to provide deeper insight into the effect of perceived price, service quality, corporate image to customer loyalty with customer satisfaction as intervening variable
Downloads

This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.
Albari, & Kartikasari, A. (2019). The Influence of Product Quality, Service Quality and Price on Customer Satisfaction and Loyalty. Asian Journal of Entrepreneurship and Family Business, 3(1), 49–64.
Ali, R. (2015). Role Of Perceived Value, Customer Expectation, Corporate Image And Perceived Service Quality On The Customer Satisfaction. The Journal of Applied Business Research, 1425(1436), 31–34.
Allezsandra, J., & Septina, F. (2021). Pengaruh Corporate Image Dan Perceived Value Terhadap Customer Loyalty Pada Jasa Gofood. Jurnal Humanioran Dan Sosial, 21(2), 92–96. https://doi.org/10.31294/jc.v19i2
Ambalao, S., Walean, R., Roring, M., & Rihi, M. L. (2022). Pengaruh Service Quality, Corporate Image dan Perceived Value terhadap Customer Loyalty yang Dimediasi oleh Customer Satisfaction di Rumah Sakit Advent Manado. Aksara: Jurnal Ilmu Pendidikan Nonformal, 8(2), 853. https://doi.org/10.37905/aksara.8.2.853-878.2022
Ashraf, S., Ilyas, R., Imtiaz, M., & Ahmad, S. (2018). Impact of Service Quality, Corporate Image and Perceived Value on Brand Loyalty with Presence and Absence of Customer Satisfaction: A Study of four Service Sectors of Pakistan. International Journal of Academic Research in Business and Social Sciences, 8(2), 452–474. https://doi.org/10.6007/ijarbss/v8-i2/3885
Asikin, D. D., & NurShyfa, E. (2023). Pengaruh Promosi dan Kepuasan Pelanggan terhadap Loyalitas Pelanggan E-Wallet (Dana) di Kota Cimahi, Jawa Barat. Studi Ilmu Manajemen Dan Organisasi, 4(2), 101–113. https://doi.org/10.35912/simo.v4i2.1306
Asnawi, A. A., Awang, Z., Afthanorhan, A., Mohamad, M., & Karim, F. (2019). The influence of hospital image and service quality on patients’ satisfaction and loyalty. Management Science Letters, 9(6), 911–920. https://doi.org/10.5267/j.msl.2019.2.011
Baran, R. J., Galka, R. J., & Strunk, D. P. (2008). Principles of Customer Relationship Management. Thomson/South-Western.
Bernarto, I., Berlianto, M. P., Suryawan, I. N., Masman, R. R., & Meilani, Y. F. C. P. (2020). The Influence of Brand Awareness, Brand Image, and Brand Trust on Brand Loyalty. Jurnal Manajemen, 24(3), 412. https://doi.org/10.24912/jm.v24i3.676
Calvo-Porral, C., & Lévy-Mangin, J. P. (2017). Store Brands’ Purchase Intention: Examining The Role of Perceived Quality. European Research on Management and Business Economics, 23(2), 90–95. https://doi.org/10.1016/j.iedeen.2016.10.001
Dam, S. M., & Dam, T. C. (2021). Relationships between Service Quality, Brand Image, Customer Satisfaction, and Customer Loyalty. Journal of Asian Finance, Economics and Business, 8(3), 585–593. https://doi.org/10.13106/jafeb.2021.vol8.no3.0585
Fatiha, R. R., Saharuddin, S., & Makkasau, S. (2024). Influence of Service Quality and Customer Satisfaction on Use Loyalty BRI Mobile Banking. Journal of Multidisciplinary Academic and Practice Studies, 2(3), 335–347. https://doi.org/10.35912/jomaps.v2i3.2257
George, R. (2021). Marketing Tourism and Hospitality. Springer Nature.
Ghozali, I. (2015). Partial Least Squares with WarpPLS 5.0 (3rd ed.). Diponegoro University.
Giovanis, A. N., Zondiros, D., & Tomaras, P. (2018). The Antecedents of Customer Loyalty for Broadband Services: The Role of Service Quality, Emotional Satisfaction and Corporate Image. Procedia - Social and Behavioral Sciences, 148, 236–244. https://doi.org/10.1016/j.sbspro.2014.07.039
Hapsari, R., Clemes, M., & Dean, D. (2018). The Mediating Role of Perceived Value on the Relationship between Service Quality and Customer Satisfaction: Evidence from Indonesian Airline Passengers. Procedia Economics and Finance, 35, 388–395. https://doi.org/10.1016/s2212-5671(16)00048-4
Hudayah, S., & Abidin, Z. (2021). The Effect of Product Quality and Corporate Image on Customer Loyalty through Customer Trust in PT. Insani Baraperkasa. International Journal of Business and Management Invention (IJBMI) ISSN, 7(8), 1–9. www.ijbmi.org
Joudeh, J. M. M., & Dandis, A. O. (2018). Service Quality, Customer Satisfaction and Loyalty in an Internet Service Providers. International Journal of Business and Management, 13(8), 108–120. https://doi.org/10.5539/ijbm.v13n8p108
Kandampully, J., & Suhartanto, D. (2018). Customer loyalty in the hotel industry: The role of customer satisfaction and image. International Journal of Contemporary Hospitality Management, 12(6), 346–351. https://doi.org/10.1108/09596110010342559
Katoni, J., & Sijabat, R. (2023). Analisis Pengaruh Brand Image, Price dan Service Quality Terhadap Customer Satisfaction dan Customer Loyalty Pada Pasien Rumah Sakit Siloam Lippo Village. Jurnal Sekretari Dan Manajemen, 7(2), 132–144. https://doi.org/10.31294/widyacipta.v7i2.15781
Khoironi, A. T., Syah, H., & Dongoran, P. (2018). International Review of Management and Marketing Product Quality, Brand Image and Pricing To Improve Satisfaction Impact on Customer Loyalty. International Review of Management and Marketing, 8(3), 51–58. http:www.econjournals.com
Kotler, P., Armstrong, G., & Opresnik, M. O. (2021). Principles of Marketing. https://support.pearson.com/getsupport/s/contactsupport
Kotler, P., & Keller, K. L. (2016). Marketing Management, 15th Edition (15th ed.). Pearson Pretice Hall, Inc.
Lolo, P. J. (2020). Study The Effects Of Corporate Image, Service Quality And Price Perceptions On Customer Satisfaction And Purchase Loyalty (A Survey On Pertamina In South Sulawesi Province). European Journal of Business and Management Research, 5(2). https://doi.org/10.24018/ejbmr.2020.5.2.243
Mahsyar, S., & Surapati, U. (2020). Effect of Service Quality and Product Quality on Customer Satisfaction and Loyalty. Business and Accounting Research (IJEBAR) Peer Reviewed-International Journal, 4(1), 204–211. https://jurnal.stie-aas.ac.id/index.php/IJEBAR
Mandira, D. A., Suliyanto, & Nawarini, A. (2018). The Influence Customer Trust, Service Quality, and Perceived Price on Customer Satisfaction and Customer Loyalty. Journal of Research in Management, 11, 16–21.
Moorthy, K., Chun T’ing, L., Ai Na, S., Tze Ching, C., Yuin Loong, L., Sze Xian, L., & Wei Ling, T. (2018). Corporate Image No Longer Leads to Customer Satisfaction and Loyalty: A Malaysian Perspective. International Journal of Law and Management, 60(4), 934–952. https://doi.org/10.1108/IJLMA-04-2017-0082
Myo, Y. N., & Khalifa, G. S. A. (2019). The Impact of Service Quality on Customer Loyalty of Myanmar Hospitality Industry: The Mediating Role of Customer Satisfaction. In International Journal of Management and Human Science (IJMHS) (Vol. 3, Issue 3).
Ngaliman, N., Rafiza, R., & Khaddafi, M. (2024). Analysis of Customer Satisfaction of Regional Drinking Water Company Tirta Mulia Karimun the Riau Islands. Journal of Multidisciplinary Academic and Practice Studies, 2(3), 657–667. https://doi.org/10.35912/jomaps.v2i3.2383
Nguyen, H. T., Nguyen, H., Nguyen, N. D., & Phan, A. C. (2018). Determinants of customer satisfaction and loyalty in Vietnamese life-insurance setting. Sustainability (Switzerland), 10(4). https://doi.org/10.3390/su10041151
Ni, A., Zhang, C., Hu, Y., Lu, W., & Li, H. (2020). Influence mechanism of the corporate image on passenger satisfaction with public transport in China. Transport Policy, 94, 54–65. https://doi.org/10.1016/j.tranpol.2020.04.014
Nurdyastuti, T., & Awatara, I. G. P. D. (2018). The Role of Service and Relationship Quality Toward Customer Satisfaction and Loyalty in Bank JATENG Branch of Surakarta. Journal of Applied Economics in Developing Countries, 3(1), 39–45.
Phan Tan, L., & Le, T. H. (2023). The Influence of Perceived Price and Quality of Delivery on Online Repeat Purchase Intention: The Evidence From Vietnamese Purchaser. Cogent Business and Management, 10(2173838), 1–13. https://doi.org/10.1080/23311975.2023.2173838
Pratisthita, D. A. A. P., Yudhistira, P. G. A., & Agustina, N. K. W. (2022). Effect of Brand Positioning, Brand Image, and Perceived Price on Consumer Repurchase Intention Low-Cost Carrier. Jurnal Manajemen Teori Dan Terapan | Journal of Theory and Applied Management, 15(2), 181–195. https://doi.org/10.20473/jmtt.v15i2.35715
Purwianti, L., Lim, M., Yusuf Widianto, N., & Prastama Juliansyach, R. (2023). Analisis Pengaruh Quality Product, Price, Brand Image, Customer Experience Terhadap Customer Satisfaction Restoran Budi Siang Malam. Jurnal Mirai Management, 8(2), 123–134.
Purwianti, L., Nuzula Agustin, I., & Melodya, D. (2023). Analisa Pengaruh Service Quality, Price, Satisfaction, Trust, dan Product Quality terhadap Customer Loyalty Pada UMKM Morning Bakery Di Kota Batam. Jurnal Sains Dan Teknologi, 4(3), 148–158. https://doi.org/10.55338/saintek.v5i1.1029
Puspasari, A., Nurhayaty, E., Riftiasari, D., Yuniarti, P., Suharyadi, D., & Martiwi, R. (2022). The Effect Of Service Quality Perception And Company Image On Customer Satisfaction And Their Impact On Customer Loyalty Indihome. International Journal of Social and Management Studies, 3(2), 220–233.
Risnawati, H., Sumarga, H. E., & Purwanto, S. (2019). THE EFFECT OF SERVICE QUALITY PRICES AND LOCATION OF COMPANIES TO CUSTOMER SATISFACTION IMPLICATIONS ON CUSTOMER LOYALTY. International Review of Management and Marketing, 9(6), 38–43. https://doi.org/10.32479/irmm.8736
Rosalina, M., Qomariah, N., & Sari, M. I. (2019). Dampak Promosi, Harga Dan Kualitas Produk Terhadap Loyalitas Konsumen Oppo Smartphone. Jurnal Penelitian IPTEKS, 4(2), 161–174.
Setiadi, N. J. (2019). Perilaku Konsumen: Perspektif Kontemporer Pada Motiv, Tujuan dan Keinginan Konsumen, Edisi Revisi. Kencana Pranada Media Group.
Setiawan, I., Hendra, S., Suroto, K., Setiyawan, A., & Wahono, A. M. (2022). The Effect of Quality and Price on Consumer Satisfaction and their Impact on Consumer Loyalty. Journal of Industrial and Manufacture Engineering, 6(1), 65–74. https://doi.org/10.31289/jime.v6i1.7047
Shen, C., & Yahya, Y. (2021). The impact of service quality and price on passengers’ loyalty towards low-cost airlines: The Southeast Asia’s perspective. Journal of Air Transport Management, 91, 1–10. https://doi.org/10.1016/j.jairtraman.2020.101966
Sia, F., & Subagio, H. (2018). Analisa Pengaruh Price Service Quality, dan Corporate Image Terhadap Customer Loyalty dengan Customer Satisfaction Sebagai Variabel Intervening Konsumen Ipo Korean Cafe dan Restaurant Suarabaya. Jurnal Manajemen Pemasaran, 1(1), 1–8.
Singaraj, M. A. A., Phil, M., Awasthi, D. K., India, U. P., Bhoi, T., Ramya, M. N., & Dharanipriya, K. (2019). Service Quality and Its Dimensions. EPRA International Journal of Research and Development (IJRD), 4(1), 38–41. https://www.researchgate.net/publication/333058377
Statista. (2023). Leading Container Shipping Companies Worldwide Based on Number of Ships as of April 30, 2022. Statista. https://www.statista.com/statistics/263291/container-shipping-companies-worldwide-number-of-ships/
Statista. (2024). Pengiriman Kontainer - Statistik & Fakta. Statista. https://www.statista.com/topics/1367/container-shipping/#topicOverview
Subaebasni, S., Risnawaty, H., & Wicaksono, A. A. (2019). International Review of Management and Marketing Effect of Brand Image, the Quality and Price on Customer Satisfaction and Implications for Customer Loyalty PT Strait Liner Express in Jakarta. International Review of Management and Marketing, 9(1), 90–97. https://doi.org/10.32479/irmm.7440
Sugiyono. (2019). Metodelogi Penelitian Kuantitatif dan Kualitatif Dan R&D. ALFABETA.
Supriyanto, A., Wiyono, B. B., & Burhanuddin, B. (2021a). Effects of service quality and customer satisfaction on loyalty of bank customers. Cogent Business and Management, 8(1). https://doi.org/10.1080/23311975.2021.1937847
Supriyanto, A., Wiyono, B. B., & Burhanuddin, B. (2021b). Effects of Service Quality and Customer Satisfaction on Loyalty of Bank Customers. Cogent Business and Management, 8(1937847), 1–17. https://doi.org/10.1080/23311975.2021.1937847
Surya, A. P., & Kurniawan, A. (2021). The Effect of Product Quality and Perceived Price on Customer Ssatisfaction and Loyalty: Study on Halal Cosmetic Products in Indonesia. International Journal of Economics, Business and Management Research, 5(04), 1–17. www.ijebmr.com
Triatmanto, B., Respati, H., & Wahyuni, N. (2021). Towards an Understanding of Corporate Image in The Hospitality Industry East Java, Indonesia. Heliyon, 7(3), 1–7. https://doi.org/10.1016/j.heliyon.2021.e06404
Wibawa, T., & Wijaya, S. (2024). Pengaruh Promosi, Harga dan Kepuasan Terhadap Loyalitas Pelanggan E-Commerce Shopee. Reviu Akuntansi, Manajemen, Dan Bisnis, 4(1), 95–105. https://doi.org/10.35912/rambis.v4i1.3109
Winarno, S. H., Nalendra, A. R. A., & Givan, B. (2020). The Effect of Service Quality, Corporate Image, and Price Perceived in Creating Customer Satisfaction and Loyalty on Education Business. Esensi: Jurnal Bisnis Dan Manajemen, 10(1), 45–56. https://doi.org/10.15408/ess.v10i1.14468
Yansah, R., Maulana, A., & Shihab, M. S. (2024). The Effect of Personal Selling and Relationship Marketing on Customer Loyalty and Customer Satisfaction as an Intervening Variable in PT. Welty Indah Perkasa Palembang Branch. Journal of Multidisciplinary Academic and Practice Studies, 2(3), 523–530. https://doi.org/10.35912/jomaps.v2i3.2292
Yunus, M., Ibrahim, M., Amir, F., & Professor, A. (2018). The Role of Customer Satisfaction and Trust as Mediation on The Influence of Service Quality and Corporate Image to Customer Loyalty. European Journal of Business and Management, 10(15), 121–129. www.iiste.org
Zeithaml, V. A., Bitner, M. J., & Gremler, D. D. (2009). Services Marketing: Integrating Customer Focus across the Firm (5th ed.). McGraw-Hill and Irwin.
- Albari, & Kartikasari, A. (2019). The Influence of Product Quality, Service Quality and Price on Customer Satisfaction and Loyalty. Asian Journal of Entrepreneurship and Family Business, 3(1), 49–64.
- Ali, R. (2015). Role Of Perceived Value, Customer Expectation, Corporate Image And Perceived Service Quality On The Customer Satisfaction. The Journal of Applied Business Research, 1425(1436), 31–34.
- Allezsandra, J., & Septina, F. (2021). Pengaruh Corporate Image Dan Perceived Value Terhadap Customer Loyalty Pada Jasa Gofood. Jurnal Humanioran Dan Sosial, 21(2), 92–96. https://doi.org/10.31294/jc.v19i2
- Ambalao, S., Walean, R., Roring, M., & Rihi, M. L. (2022). Pengaruh Service Quality, Corporate Image dan Perceived Value terhadap Customer Loyalty yang Dimediasi oleh Customer Satisfaction di Rumah Sakit Advent Manado. Aksara: Jurnal Ilmu Pendidikan Nonformal, 8(2), 853. https://doi.org/10.37905/aksara.8.2.853-878.2022
- Ashraf, S., Ilyas, R., Imtiaz, M., & Ahmad, S. (2018). Impact of Service Quality, Corporate Image and Perceived Value on Brand Loyalty with Presence and Absence of Customer Satisfaction: A Study of four Service Sectors of Pakistan. International Journal of Academic Research in Business and Social Sciences, 8(2), 452–474. https://doi.org/10.6007/ijarbss/v8-i2/3885
- Asikin, D. D., & NurShyfa, E. (2023). Pengaruh Promosi dan Kepuasan Pelanggan terhadap Loyalitas Pelanggan E-Wallet (Dana) di Kota Cimahi, Jawa Barat. Studi Ilmu Manajemen Dan Organisasi, 4(2), 101–113. https://doi.org/10.35912/simo.v4i2.1306
- Asnawi, A. A., Awang, Z., Afthanorhan, A., Mohamad, M., & Karim, F. (2019). The influence of hospital image and service quality on patients’ satisfaction and loyalty. Management Science Letters, 9(6), 911–920. https://doi.org/10.5267/j.msl.2019.2.011
- Baran, R. J., Galka, R. J., & Strunk, D. P. (2008). Principles of Customer Relationship Management. Thomson/South-Western.
- Bernarto, I., Berlianto, M. P., Suryawan, I. N., Masman, R. R., & Meilani, Y. F. C. P. (2020). The Influence of Brand Awareness, Brand Image, and Brand Trust on Brand Loyalty. Jurnal Manajemen, 24(3), 412. https://doi.org/10.24912/jm.v24i3.676
- Calvo-Porral, C., & Lévy-Mangin, J. P. (2017). Store Brands’ Purchase Intention: Examining The Role of Perceived Quality. European Research on Management and Business Economics, 23(2), 90–95. https://doi.org/10.1016/j.iedeen.2016.10.001
- Dam, S. M., & Dam, T. C. (2021). Relationships between Service Quality, Brand Image, Customer Satisfaction, and Customer Loyalty. Journal of Asian Finance, Economics and Business, 8(3), 585–593. https://doi.org/10.13106/jafeb.2021.vol8.no3.0585
- Fatiha, R. R., Saharuddin, S., & Makkasau, S. (2024). Influence of Service Quality and Customer Satisfaction on Use Loyalty BRI Mobile Banking. Journal of Multidisciplinary Academic and Practice Studies, 2(3), 335–347. https://doi.org/10.35912/jomaps.v2i3.2257
- George, R. (2021). Marketing Tourism and Hospitality. Springer Nature.
- Ghozali, I. (2015). Partial Least Squares with WarpPLS 5.0 (3rd ed.). Diponegoro University.
- Giovanis, A. N., Zondiros, D., & Tomaras, P. (2018). The Antecedents of Customer Loyalty for Broadband Services: The Role of Service Quality, Emotional Satisfaction and Corporate Image. Procedia - Social and Behavioral Sciences, 148, 236–244. https://doi.org/10.1016/j.sbspro.2014.07.039
- Hapsari, R., Clemes, M., & Dean, D. (2018). The Mediating Role of Perceived Value on the Relationship between Service Quality and Customer Satisfaction: Evidence from Indonesian Airline Passengers. Procedia Economics and Finance, 35, 388–395. https://doi.org/10.1016/s2212-5671(16)00048-4
- Hudayah, S., & Abidin, Z. (2021). The Effect of Product Quality and Corporate Image on Customer Loyalty through Customer Trust in PT. Insani Baraperkasa. International Journal of Business and Management Invention (IJBMI) ISSN, 7(8), 1–9. www.ijbmi.org
- Joudeh, J. M. M., & Dandis, A. O. (2018). Service Quality, Customer Satisfaction and Loyalty in an Internet Service Providers. International Journal of Business and Management, 13(8), 108–120. https://doi.org/10.5539/ijbm.v13n8p108
- Kandampully, J., & Suhartanto, D. (2018). Customer loyalty in the hotel industry: The role of customer satisfaction and image. International Journal of Contemporary Hospitality Management, 12(6), 346–351. https://doi.org/10.1108/09596110010342559
- Katoni, J., & Sijabat, R. (2023). Analisis Pengaruh Brand Image, Price dan Service Quality Terhadap Customer Satisfaction dan Customer Loyalty Pada Pasien Rumah Sakit Siloam Lippo Village. Jurnal Sekretari Dan Manajemen, 7(2), 132–144. https://doi.org/10.31294/widyacipta.v7i2.15781
- Khoironi, A. T., Syah, H., & Dongoran, P. (2018). International Review of Management and Marketing Product Quality, Brand Image and Pricing To Improve Satisfaction Impact on Customer Loyalty. International Review of Management and Marketing, 8(3), 51–58. http:www.econjournals.com
- Kotler, P., Armstrong, G., & Opresnik, M. O. (2021). Principles of Marketing. https://support.pearson.com/getsupport/s/contactsupport
- Kotler, P., & Keller, K. L. (2016). Marketing Management, 15th Edition (15th ed.). Pearson Pretice Hall, Inc.
- Lolo, P. J. (2020). Study The Effects Of Corporate Image, Service Quality And Price Perceptions On Customer Satisfaction And Purchase Loyalty (A Survey On Pertamina In South Sulawesi Province). European Journal of Business and Management Research, 5(2). https://doi.org/10.24018/ejbmr.2020.5.2.243
- Mahsyar, S., & Surapati, U. (2020). Effect of Service Quality and Product Quality on Customer Satisfaction and Loyalty. Business and Accounting Research (IJEBAR) Peer Reviewed-International Journal, 4(1), 204–211. https://jurnal.stie-aas.ac.id/index.php/IJEBAR
- Mandira, D. A., Suliyanto, & Nawarini, A. (2018). The Influence Customer Trust, Service Quality, and Perceived Price on Customer Satisfaction and Customer Loyalty. Journal of Research in Management, 11, 16–21.
- Moorthy, K., Chun T’ing, L., Ai Na, S., Tze Ching, C., Yuin Loong, L., Sze Xian, L., & Wei Ling, T. (2018). Corporate Image No Longer Leads to Customer Satisfaction and Loyalty: A Malaysian Perspective. International Journal of Law and Management, 60(4), 934–952. https://doi.org/10.1108/IJLMA-04-2017-0082
- Myo, Y. N., & Khalifa, G. S. A. (2019). The Impact of Service Quality on Customer Loyalty of Myanmar Hospitality Industry: The Mediating Role of Customer Satisfaction. In International Journal of Management and Human Science (IJMHS) (Vol. 3, Issue 3).
- Ngaliman, N., Rafiza, R., & Khaddafi, M. (2024). Analysis of Customer Satisfaction of Regional Drinking Water Company Tirta Mulia Karimun the Riau Islands. Journal of Multidisciplinary Academic and Practice Studies, 2(3), 657–667. https://doi.org/10.35912/jomaps.v2i3.2383
- Nguyen, H. T., Nguyen, H., Nguyen, N. D., & Phan, A. C. (2018). Determinants of customer satisfaction and loyalty in Vietnamese life-insurance setting. Sustainability (Switzerland), 10(4). https://doi.org/10.3390/su10041151
- Ni, A., Zhang, C., Hu, Y., Lu, W., & Li, H. (2020). Influence mechanism of the corporate image on passenger satisfaction with public transport in China. Transport Policy, 94, 54–65. https://doi.org/10.1016/j.tranpol.2020.04.014
- Nurdyastuti, T., & Awatara, I. G. P. D. (2018). The Role of Service and Relationship Quality Toward Customer Satisfaction and Loyalty in Bank JATENG Branch of Surakarta. Journal of Applied Economics in Developing Countries, 3(1), 39–45.
- Phan Tan, L., & Le, T. H. (2023). The Influence of Perceived Price and Quality of Delivery on Online Repeat Purchase Intention: The Evidence From Vietnamese Purchaser. Cogent Business and Management, 10(2173838), 1–13. https://doi.org/10.1080/23311975.2023.2173838
- Pratisthita, D. A. A. P., Yudhistira, P. G. A., & Agustina, N. K. W. (2022). Effect of Brand Positioning, Brand Image, and Perceived Price on Consumer Repurchase Intention Low-Cost Carrier. Jurnal Manajemen Teori Dan Terapan | Journal of Theory and Applied Management, 15(2), 181–195. https://doi.org/10.20473/jmtt.v15i2.35715
- Purwianti, L., Lim, M., Yusuf Widianto, N., & Prastama Juliansyach, R. (2023). Analisis Pengaruh Quality Product, Price, Brand Image, Customer Experience Terhadap Customer Satisfaction Restoran Budi Siang Malam. Jurnal Mirai Management, 8(2), 123–134.
- Purwianti, L., Nuzula Agustin, I., & Melodya, D. (2023). Analisa Pengaruh Service Quality, Price, Satisfaction, Trust, dan Product Quality terhadap Customer Loyalty Pada UMKM Morning Bakery Di Kota Batam. Jurnal Sains Dan Teknologi, 4(3), 148–158. https://doi.org/10.55338/saintek.v5i1.1029
- Puspasari, A., Nurhayaty, E., Riftiasari, D., Yuniarti, P., Suharyadi, D., & Martiwi, R. (2022). The Effect Of Service Quality Perception And Company Image On Customer Satisfaction And Their Impact On Customer Loyalty Indihome. International Journal of Social and Management Studies, 3(2), 220–233.
- Risnawati, H., Sumarga, H. E., & Purwanto, S. (2019). THE EFFECT OF SERVICE QUALITY PRICES AND LOCATION OF COMPANIES TO CUSTOMER SATISFACTION IMPLICATIONS ON CUSTOMER LOYALTY. International Review of Management and Marketing, 9(6), 38–43. https://doi.org/10.32479/irmm.8736
- Rosalina, M., Qomariah, N., & Sari, M. I. (2019). Dampak Promosi, Harga Dan Kualitas Produk Terhadap Loyalitas Konsumen Oppo Smartphone. Jurnal Penelitian IPTEKS, 4(2), 161–174.
- Setiadi, N. J. (2019). Perilaku Konsumen: Perspektif Kontemporer Pada Motiv, Tujuan dan Keinginan Konsumen, Edisi Revisi. Kencana Pranada Media Group.
- Setiawan, I., Hendra, S., Suroto, K., Setiyawan, A., & Wahono, A. M. (2022). The Effect of Quality and Price on Consumer Satisfaction and their Impact on Consumer Loyalty. Journal of Industrial and Manufacture Engineering, 6(1), 65–74. https://doi.org/10.31289/jime.v6i1.7047
- Shen, C., & Yahya, Y. (2021). The impact of service quality and price on passengers’ loyalty towards low-cost airlines: The Southeast Asia’s perspective. Journal of Air Transport Management, 91, 1–10. https://doi.org/10.1016/j.jairtraman.2020.101966
- Sia, F., & Subagio, H. (2018). Analisa Pengaruh Price Service Quality, dan Corporate Image Terhadap Customer Loyalty dengan Customer Satisfaction Sebagai Variabel Intervening Konsumen Ipo Korean Cafe dan Restaurant Suarabaya. Jurnal Manajemen Pemasaran, 1(1), 1–8.
- Singaraj, M. A. A., Phil, M., Awasthi, D. K., India, U. P., Bhoi, T., Ramya, M. N., & Dharanipriya, K. (2019). Service Quality and Its Dimensions. EPRA International Journal of Research and Development (IJRD), 4(1), 38–41. https://www.researchgate.net/publication/333058377
- Statista. (2023). Leading Container Shipping Companies Worldwide Based on Number of Ships as of April 30, 2022. Statista. https://www.statista.com/statistics/263291/container-shipping-companies-worldwide-number-of-ships/
- Statista. (2024). Pengiriman Kontainer - Statistik & Fakta. Statista. https://www.statista.com/topics/1367/container-shipping/#topicOverview
- Subaebasni, S., Risnawaty, H., & Wicaksono, A. A. (2019). International Review of Management and Marketing Effect of Brand Image, the Quality and Price on Customer Satisfaction and Implications for Customer Loyalty PT Strait Liner Express in Jakarta. International Review of Management and Marketing, 9(1), 90–97. https://doi.org/10.32479/irmm.7440
- Sugiyono. (2019). Metodelogi Penelitian Kuantitatif dan Kualitatif Dan R&D. ALFABETA.
- Supriyanto, A., Wiyono, B. B., & Burhanuddin, B. (2021a). Effects of service quality and customer satisfaction on loyalty of bank customers. Cogent Business and Management, 8(1). https://doi.org/10.1080/23311975.2021.1937847
- Supriyanto, A., Wiyono, B. B., & Burhanuddin, B. (2021b). Effects of Service Quality and Customer Satisfaction on Loyalty of Bank Customers. Cogent Business and Management, 8(1937847), 1–17. https://doi.org/10.1080/23311975.2021.1937847
- Surya, A. P., & Kurniawan, A. (2021). The Effect of Product Quality and Perceived Price on Customer Ssatisfaction and Loyalty: Study on Halal Cosmetic Products in Indonesia. International Journal of Economics, Business and Management Research, 5(04), 1–17. www.ijebmr.com
- Triatmanto, B., Respati, H., & Wahyuni, N. (2021). Towards an Understanding of Corporate Image in The Hospitality Industry East Java, Indonesia. Heliyon, 7(3), 1–7. https://doi.org/10.1016/j.heliyon.2021.e06404
- Wibawa, T., & Wijaya, S. (2024). Pengaruh Promosi, Harga dan Kepuasan Terhadap Loyalitas Pelanggan E-Commerce Shopee. Reviu Akuntansi, Manajemen, Dan Bisnis, 4(1), 95–105. https://doi.org/10.35912/rambis.v4i1.3109
- Winarno, S. H., Nalendra, A. R. A., & Givan, B. (2020). The Effect of Service Quality, Corporate Image, and Price Perceived in Creating Customer Satisfaction and Loyalty on Education Business. Esensi: Jurnal Bisnis Dan Manajemen, 10(1), 45–56. https://doi.org/10.15408/ess.v10i1.14468
- Yansah, R., Maulana, A., & Shihab, M. S. (2024). The Effect of Personal Selling and Relationship Marketing on Customer Loyalty and Customer Satisfaction as an Intervening Variable in PT. Welty Indah Perkasa Palembang Branch. Journal of Multidisciplinary Academic and Practice Studies, 2(3), 523–530. https://doi.org/10.35912/jomaps.v2i3.2292
- Yunus, M., Ibrahim, M., Amir, F., & Professor, A. (2018). The Role of Customer Satisfaction and Trust as Mediation on The Influence of Service Quality and Corporate Image to Customer Loyalty. European Journal of Business and Management, 10(15), 121–129. www.iiste.org
- Zeithaml, V. A., Bitner, M. J., & Gremler, D. D. (2009). Services Marketing: Integrating Customer Focus across the Firm (5th ed.). McGraw-Hill and Irwin.