Model of Service Quality Through Customer Value that Affects the Return of Customer Service in the Private Transport Businesses in the Upper Northeast

Abstract

This research consists purposes were 1. to study the level of service quality, customer value, and return of service of private freight transport consumers in the upper northeastern region and 2. to study the direct and indirect influence of service quality and customer value on return of service of private freight transport consumers in the upper northeastern region. This is a quantitative research with a sample group of 449 customers of private freight transport businesses by convenient sampling using the online questionnaire Google Forms. The data collected from the questionnaires were analyzed using the SEM structural equation modeling analysis by AMOS Analysis. The research results found that 1) service quality has a direct influence on service return, service quality has a direct influence on customer value, and customer value has a direct influence on service return and 2) service quality has an indirect influence on service return through customer value. The results of the improved and developed structural equation model test are consistent with the empirical data with a significance level of 0.01. Therefore, improving service quality in terms of reliability, responsiveness, assurance, service tangibility, and customer care will increase customer perceived value, resulting in satisfaction and increasing the chances that customers will return to use the service again.