Indonesian Journal of Law and Economics Review
Vol 18 No 3 (2023): August
Marketing Management

Mediating Role of Corporate Image in the Relationship between Service Quality and Customer Satisfaction: A Study of PT. Pelindo Energi Logistik
Peran Mediasi Citra Perusahaan dalam Hubungan antara Kualitas Pelayanan dan Kepuasan Pelanggan: Studi pada PT. Pelindo Energi Logistik


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  • Indriana Kristiawati*,
  • Meyti Hanna Ester Kalangi,
  • Utomo Utomo
Indriana Kristiawati
STIA Dan Manajemen Kepelabuhan Barunawati Surabaya, Indonesia *
Meyti Hanna Ester Kalangi
STIA dan Manajemen Kepelabuhan Barunawati Surabaya, Indonesia
Utomo Utomo
STIA dan Manajemen Kepelabuhan Barunawati Surabaya, Indonesia

(*) Corresponding Author
Picture in here are illustration from public domain image or provided by the author, as part of their works
DOI: https://doi.org/10.21070/ijler.v18i3.931
Published July 5, 2023
Keywords
  • Company Image,
  • Service Quality,
  • Customer Satisfaction,
  • Mediation,
  • Logistics Industry
How to Cite
Kristiawati, I., Ester Kalangi, M. H., & Utomo, U. (2023). Mediating Role of Corporate Image in the Relationship between Service Quality and Customer Satisfaction: A Study of PT. Pelindo Energi Logistik. Indonesian Journal of Law and Economics Review, 18(3). https://doi.org/10.21070/ijler.v18i3.931

Copyright (c) 2023 Indriana Kristiawati, Meyti Hanna Ester Kalangi, Utomo Utomo

Creative Commons License

This work is licensed under a Creative Commons Attribution 4.0 International License.

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Abstract

This quantitative research aimed to investigate the relationship between service quality, corporate image, and customer satisfaction at PT. Pelindo Energi Logistik. The study utilized path analysis and Sobel test to analyze the data collected from a sample of 30 companies who were customers of PT. Pelindo Energi Logistik. The findings revealed that service quality significantly influenced corporate image (p < 0.05) and customer satisfaction (p < 0.05). Additionally, corporate image had a significant impact on customer satisfaction (p < 0.05). Moreover, corporate image was found to mediate the relationship between service quality and customer satisfaction, indicating its crucial role in strengthening the effect of service quality on customer satisfaction. These results emphasize the importance of enhancing service quality and maintaining a positive corporate image to ensure customer satisfaction in the logistics industry. The study contributes to the existing body of knowledge by providing valuable insights for global researchers and professionals in the field of service quality, corporate image, and customer satisfaction in the logistics sector.

Highlight:

  • Service quality significantly influences company image, indicating the impact of service provision on the perception of the company.
  • Service quality plays a crucial role in determining customer satisfaction, emphasizing the importance of delivering satisfactory services to meet customer expectations.
  • The company's image significantly affects customer satisfaction, underscoring the role of a positive corporate image in enhancing customer satisfaction levels.

Keyword:

Company Image, Service Quality, Customer Satisfaction, Mediation, Logistics Industry

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