PENGARUH KUALITAS LAYANAN TERHADAP LOYALITAS PELANGGAN MELALUI KEPERCAYAAN PELANGGAN SEBAGAI VARIABEL MEDIASI (Studi pada Pelanggan/Pengguna Jasa Ekspedisi SiCepat)

The purpose of this study was to examine the effect of service quality on customer loyalty with brand trust as a variable for customers and users of Sicepat expedition services. This study uses Sobel test analysis for mediation of 100 respondents who have been determined using non-probability sampling technique as a sampling method using a questionnaire for data collection. The results show that service quality affects the loyalty of SiCepat service users in Malang, service quality affects the trust of SiCepat service users in Malang, trust affects the loyalty of SiCepat service users in Malang, and service quality affects customer loyalty which is mediated by the trust of SiCepat Kota service users