Determining Consumer Loyalty: Analysis of Brand Image, Price, Service Quality, Consumer Satisfaction and On-Time Delivery in Goods Delivery Service Companies
DOI:
https://doi.org/10.38035/gijtm.v3i3.543Keywords:
Customer Loyalty, Brand Image, Price, Service Quality, Customer Satisfaction, On-Time DeliveryAbstract
This study aims to analyze the influence of brand image, price, service quality, customer satisfaction, and timely delivery on customer loyalty in freight forwarding companies. Using a systematic literature review approach, this study synthesizes findings from various relevant internationally indexed academic articles. The research method used is a systematic literature review with a descriptive-qualitative approach. Data were collected from reputable international indexed articles obtained through databases such as Scopus, Web of Science, Emerald, Springer, and Google Scholar. The selected literature was analyzed using reduction techniques, data presentation in matrix form, and comparative synthesis to find patterns, similarities, and differences between studies. The results of the study show that: 1) Brand image affects consumer loyalty; 2) Price affects consumer loyalty; 3) Service quality affects consumer loyalty; 4) Consumer satisfaction affects consumer loyalty; 5) On-time delivery affects consumer loyalty. The limitation of this study lies in its literature review-based nature, so that generalization of the results still requires support from empirical research with primary data. The contribution of this study is that it offers strategic guidance for freight forwarding companies in Indonesia in increasing customer loyalty by strengthening key service dimensions. The practical novelty of this research is that it offers an empirical literature-based strategic policy model that can be used as a reference for players in the delivery industry to build long-term loyalty through a holistic approach that combines operational, psychological, and managerial dimensions.
References
Adawia, P. R., Azizah, A., Endriastuty, Y., & Sugandhi, S. (2020). Pengaruh Kualitas Pelayanan Dan Fasilitas Terhadap Kepuasan Konsumen Kereta Api Commuter Line (Studi Kasus Commuter Line Arah Cikarang Ke Jakarta Kota). Sebatik, 24(1), 87–95.
Adrian, I., & Keni, K. (2023). Pengaruh food quality dan perceived price fairness terhadap customer loyalty dengan customer satisfaction sebagai variabel mediator. Jurnal Manajemen Bisnis Dan Kewirausahaan, 7(2), 10–12.
Agarwal, I., & Gowda, K. R. (2021). The effect of airline service quality on customer satisfaction and loyalty in India. Materials Today: Proceedings, 37, 1341–1348.
Aleron, B., & Nurhadi, N. (2022). Pengaruh kualitas layanan dan kepuasan pelanggan terhadap loyalitas pelanggan pada pengguna jasa ekspedisi j&t express yang dimoderasi oleh garansi. FORUM EKONOMI: Jurnal Ekonomi, Manajemen Dan Akuntansi, 24(2), 375–385.
Anggraeni, O. D., Septianti, E. P., & Siregar, B. W. S. (2024). Pengaruh tarif dan kecepatan waktu pengiriman terhadap kepuasan pelanggan e-commerce. JEMSI (Jurnal Ekonomi, Manajemen, Dan Akuntansi), 10(2), 783–793.
Boulton, M. J., & Houghton, C. (2021). The Role of the Researcher in Qualitative Research: A Critical Reflection. International Journal of Qualitative Methods, 20, 1–12.
Budiono, A. (2020). Pengaruh Kualitas Pelayanan, Harga, Promosi, Dan Citra Merek Terhadap Kepuasan Pelanggan Melalui Keputusan Pembelian. Equilibrium: Jurnal Penelitian Pendidikan Dan Ekonomi, 17(02), 1–15. https://doi.org/10.25134/equi.v17i02.2664
Christiani, L., & Fatmayati, F. (2022). Pengaruh Ketepatan Waktu dan Kualitas Pelayanan Terhadap Reputasi Perusahaan Penerbangan Lion Air di Bandar Udara Komodo Labuan Bajo Nusa Tenggara Timur. Jurnal Kewarganegaraan, 6(1), 274–283.
Damayanti, D., Megawaty, D. A., Rio, M. G., Rubiyah, R., Yanto, R., & Nurwanti, I. (2020). Analisis Interaksi Sosial Terhadap Pengalaman Pengguna Untuk Loyalitas Dalam Bermain Game. JSI: Jurnal Sistem Informasi (E-Journal), 12(2). https://doi.org/10.36706/jsi.v12i2.12315
Dewantoro, D., Aryani, L., & Marzuki, F. (2020). Pengaruh kualitas pelayanan, ketepatan waktu pengiriman dan fasilitas tracking sistem terhadap kepuasan pelanggan JNE. Prosiding BIEMA (Business Management, Economic, and Accounting National Seminar), 1, 278–293.
Dewi, M. (2024). Metode Penelitian Research is Fun (A. Ambiyar (ed.); 1st ed.). CV. Muharika Rumah Ilmiah.
Dewi, R. Y., & Yosepha, S. Y. (2020). Pengaruh Kualitas Pelayanan Dan Kepercayaan Terhadap Loyalitas Konsumen Pada Jasa Pengiriman J&T Express. Jurnal Inovatif Mahasiswa Manajemen, 1(1), 82–91.
Ekaprana, I. D. G. A., Jatra, I. M., & Giantari, I. G. A. K. (2020). Pengaruh Kualitas Produk, Kualitas Layanan Dan Citra Merek Terhadap Niat Pembelian Ulang. E-Jurnal Manajemen Universitas Udayana, 9(8), 2895. https://doi.org/10.24843/ejmunud.2020.v09.i08.p01
Erdiansyah, D. D., Arifin, R., & Slamet, A. R. (2020). Pengaruh Harga, Citra Perusahaan, Kualitas Pelayanan, Kepuasan, dan Kepercayaan terhadap Loyalitas Pelanggan Jasa Pengiriman Tiki Dinoyo. E-JRM: Elektronik Jurnal Riset Manajemen, 9(13).
Eviani, I., & Hidayat, Y. R. (2021). Pengaruh Sistem Pelacakan Online dan Ketepatan Waktu Pengiriman Terhadap Kepuasan Pelanggan (Studi Kasus J&T Express Kota Baru Bekasi). Jurnal Manajemen Logistik, 1(1), 11–19.
Fazri, N., Maulidiyah, A., Singasatia, D., & Agus Sunandar, M. (2022). Analysis of User Experience Effect on Users of VLive Mobile Application Using the SCSI Model. Indonesian Journal of Machine Learning and Computer Science, 2(2), 28–34.
Fitriani, D., Firdaus, M. I., & Phangestu, J. (2021). Perumusan Strategi Samudra Biru Strategic Business Unit Express PT XYZ Periode 2021–2023. 1(2), 288–305. https://jebmes.ppmschool.ac.id/index.php/jebmes/article/view/55
Gangi, F., Deniele, L. M., & Varrone, N. (2020). How do corporate environmental policy and corporate reputation affect risk-adjusted financial performance? Business Strategy and the Environment, 29(5), 1975–1991. https://doi.org/https://doi.org/10.1002/bse.2482
Hamdan, H., Ali, H., Mahaputra, M. R., Marlapa, E., Maharani, A., Mahaputra, M. R., Saputra, E. B., Satriawan, N., Nofrialdi, R., Setiawan, H. A., Yandi, A., Gupron, G., & Saputra, F. (2023). INDONESIAN ONLINE SHOPPING PERSPECTIVE: RELATIONSHIP E-SATISFACTION, E-COMMITMENT, E-WOM AND E-REPURCHASE INTENTION. International Journal of Professional Business Review, 8(7), 1–26.
Hastila, N., Fajariani, N., Ferils, M., Junaeda, J., & Rasyid, R. A. (2025). Pengaruh Brand Image, Store Atmosphere Dan Price Fairness Terhadap Repurchase Intention Pada Konsumen Mie Gacoan Cabang Mamuju. Jurnal Economic Resource, 8(1), 786–798.
Hendrawan, F. B., Mahardika, F., & Santika, D. (2024). Penerapan Metode Prototype pada Sistem Pemesanan Jasa dan Produk Berbasis Mobile Sebagai Upaya Untuk Meningkatkan dan Memperluas Jangkauan Layanan. Infotek: Jurnal Informatika Dan Teknologi, 7(2), 400–409.
Hernikasari, I., Ali, H., & Hadita, H. (2022). Model Citra Merek Melalui Kepuasan Pelanggan Bear Brand: Harga Dan Kualitas Produk. Jurnal Ilmu Manajemen Terapan, 3(3), 329–346. https://doi.org/10.31933/jimt.v3i3.837
Hidayatuloh, S., & Aziati, Y. (2021). Analisis Pengaruh User Experience Terhadap Kepuasan Pengguna Mobile Application E-Commerce Shopee Menggunakan Model Delone & Mclean. Applied Information System and Management (AISM), 2(2), 73–83. https://doi.org/10.15408/aism.v2i2.20159
Hride, F. T., Ferdousi, F., & Jasimuddin, S. M. (2022). Linking perceived price fairness, customer satisfaction, trust, and loyalty: A structural equation modeling of Facebook?based e?commerce in Bangladesh. Global Business and Organizational Excellence, 41(3), 41–54.
Jumawan, J., Saputra, F., & Prabowo, P. B. (2023). Determinasi Pelatihan Florist dan Kualitas Pelayanan Kewirausahaan Pada Kejutbypugo Kota Bekasi. OPTIMAL: Jurnal Ekonomi Dan Manajemen, 3(4), 216–227.
Khaira, N., Saputra, F., & Syarief, F. (2022). Pengaruh Persepsi Harga dan Kualitas Pelayanan terhadap Keputusan Pembelian di Kafe Sudut Halaman. JAMAN: Jurnal Akuntansi Dan Manajemen Bisnis, 2(3), 24–30.
Khan, R. U., Salamzadeh, Y., Iqbal, Q., & Yang, S. (2022). The Impact of Customer Relationship Management and Company Reputation on Customer Loyalty: The Mediating Role of Customer Satisfaction. Journal of Relationship Marketing, 21(1), 1–26. https://doi.org/10.1080/15332667.2020.1840904
Krisna, I. P., Imbayani, I. G. A., & Prayoga, I. M. S. (2025). PENGARUH PACKAGING, QUALITY PRODUCT, PRICE FAIRNESS TERHADAP KEPUASAN PELANGGAN PADA USAHA KERIPIK PISANG THE SNACKRIS. VALUES, 6(2), 9–22.
Kurnia, M. (2022). PENGARUH CITA RASA, PRICE FAIRNESS, BRAND IMAGE DAN SERVICE QUALITY TERHADAP CONSUMER SATISFACTION PADA FREMILT KEBUMEN KOTA. Universitas Putra Bangsa.
Larasati, F., & Suryoko, S. (2020). Pengaruh Kualitas Pelayanan Dan Citra Merek Terhadap Loyalitas Pelanggan Melalui Kepuasan Pelanggan (Studi Pada Pengguna Jasa Pengiriman Surat Kilat Khusus PT. Pos Indonesia di Kota Semarang). Jurnal Ilmu Administrasi Bisnis, 9(4), 530–538.
Mahaputra, M. R., & Saputra, F. (2022). Determination of Public Purchasing Power and Brand Image of Cooking Oil Scarcity and Price Increases of Essential Commodities. International Journal of Advanced Multidisciplinary, 1(1), 36–46.
Mahsyar, S., & Surapati, U. (2020). Effect of service quality and product quality on customer satisfaction and loyalty. International Journal of Economics, Business and Accounting Research (IJEBAR), 4(01).
Maslikhan, M., Basalamah, M. R., & Athia, I. (2022). Pengaruh Sistem Pelacakan Online Dan Ketepatan Waktu Pengiriman Terhadap Kepuasan Pelanggan (Studi Kasus JNE Cabang Utama Malang). E-JRM: Elektronik Jurnal Riset Manajemen, 11(15).
Munawar, N. A., & Mahaputra, M. R. (2022). INFLUENCE OF CASHBACK PROMOTION , E-SERVICE QUALITY , CUSTOMER SATISFACTION ON RE-USE INTEREST. Dinasti International Journal of Management Science, 3(4), 742–751.
Navanti, D., & Sumantyo, F. D. S. (2024). Pengaruh Brand Ambassador Dan Brand Image Terhadap Keputusan Pembelian Pada Produk Scarlett: Studi Kasus Pada Mahasiswa Universitas Bhayangkara Jakarta Raya. Jurnal Penelitian Ekonomi Manajemen Dan Bisnis, 3(2), 53–73.
Permana, S. D. (2023). Analisis Jangkauan Layanan Haltetrans Metro Pasundan. Prosiding FTSP Series, 978–984.
Premana, I. K. D. (2022). Pengaruh pelayanan prima dan harga terhadap loyalitas pelanggan di puri gangga resort: The effect of excellent service and prices on customer loyalty at puri gangga resort. Jurnal Ilmiah Pariwisata Dan Bisnis, 1(7), 1732–1749.
Rainer, P. (2025). Simak Performa Perusahaan Ekspedisi dan Kurir di Indonesia. GoodStats. https://goodstats.id/article/melihat-data-performa-perusahaan-ekspedisi-dan-kurir-di-indonesia-Mkjzy#google_vignette
Saputra, F., & Mahaputra, M. R. (2022). Relationship of Purchase Interest , Price and Purchase Decisions to IMEI Policy ( Literature Review Study ). Journal of Low Politic and Humanities, 2(2), 71–80.
Saputra, F., & Sumantyo, F. D. S. (2023). Pengaruh Sistem Informasi Manajemen: Kepuasan Konsumen dan Keputusan Pembelian Tiket MPL Mobile Legend di Aplikasi Blibli.com. Cuan: Jurnal Kewirausahaan Dan Manajemen Bisnis, 1(2), 98–105.
Setiawan, E. B., Wati, S., Wardana, A., & Ikhsan, R. B. (2020). Building trust through customer satisfaction in the airline industry in Indonesia: Service quality and price fairness contribution. Management Science Letters, 10(5), 1095–1102.
Statistik, B. P. (2024). Statistik Pergudangan, Ekspedisi dan Kurir 2023-2024. https://www.bps.go.id/id/publication/2025/02/11/ccdd2be371e2d7b2a325b8ab/statistik-pergudangan--ekspedisi--dan-kurir-2024.html
Sudiantini, D., Meutia, K. I., Narpati, B., & Saputra, F. (2023). HUBUNGAN KUALITAS PELAYANAN, CITRA SEKOLAH, LOYALITAS SISWA DAN KEPUTUSAN MEMILIH SEKOLAH. JURNAL JEMPPER, 2(1), 404–408.
Susanto, P. C., Arini, D. U., Yuntina, L., & Panatap, J. (2024). Konsep Penelitian Kuantitatif?: Populasi , Sampel , dan Analisis Data ( Sebuah Tinjauan Pustaka ). Jurnal Ilmu Manajemen, 3(1), 1–12. https://doi.org/https://doi.org/10.38035/jim.v3i1
Valentine, V., Devi, M. K., & Pramana, A. Y. E. (2020). Jangkauan Layanan Trans Jogja Terhadap Sebaran aktivitas Di Kawasan Perkotaan Yogyakarta. Jurnal Transportasi, 20(3), 171–180.
Wang, C., & Ahn, Y. (2025). The Impact of Parcel Delivery Service Quality on Customer Loyalty?: Focusing on the Chinese Parcel Industry. Mullyu Haghoeji, 35(3), 179–192. https://doi.org/10.17825/klr.2025.35.3.179
Widayati, C. C., Ali, H., Permana, D., & Nugroho, A. (2020). The Role of Destination Image on Visiting Decisions through Word of Mouth in Urban Tourism in Yogyakarta. In International Journal of Innovation, Creativity and Change. www.ijicc.net (Vol. 12). www.ijicc.net
Wulandari, P., Sutiono, H. T., & Kussujaniatun, S. (2021). Pengaruh Kualitas Layanan Dan Citra Merek Terhadap Loyalitas Pelanggan Melalui Kepuasan Pelanggan Pada Pelanggan Jasa Jne Di Yogyakarta.
Yuan, Z., & Yoo, B.-K. (2024). A Study on the Competitive Factors in the Courier Industry and Their Impact on Customer Satisfaction and Loyalty?: Focusing on SF Express in China. Mullyu Haghoeji, 34(6), 55–67. https://doi.org/10.17825/klr.2024.34.6.55
Zahra, S., Tirta, Y. A. D., & Khoironi, T. A. (2022). Pengaruh harga, ketepatan waktu pengiriman, dan kualitas pelayanan terhadap loyalitas konsumen pada jasa pengiriman barang Shopee Express di Kota Serang. National Conference on Applied Business, Education, & Technology (NCABET), 2(1), 109–122.
Downloads
Published
How to Cite
Issue
Section
License
Copyright (c) 2025 Ahmad Faisal
This work is licensed under a Creative Commons Attribution 4.0 International License.
Copyright :
Authors who publish their manuscripts in this journal agree to the following conditions:
- Copyright in each article belongs to the author.
- The author acknowledges that the Greenation International Journal of Tourism and Management (GIJTM) has the right to be the first to publish under a Creative Commons Attribution 4.0 International license (Attribution 4.0 International CC BY 4.0).
- Authors can submit articles separately, arrange the non-exclusive distribution of manuscripts that have been published in this journal to other versions (for example, sent to the author's institutional repository, publication in a book, etc.), by acknowledging that the manuscript has been published for the first time at GIJTM.
