This research aims to examine and analyze the effect of service quality, customer value on customer loyalty mediated by customer satisfaction, a study at JNE Banjarnegara Branch. The population in this study were all JNE customers in the city of Banjarnegara. The sample used in this study were 110 respondents. The analysis used was the Model Fit Test (F), t test, Sobel Test, and Determination Coefficient Test (R2).
Based on the results of the fit test model (F) model 1 and model 2 have met the model fit test. The results of the t test research concluded; Service quality has a significant positive effect on customer satisfaction. Customer value has a significant positive effect on customer satisfaction. Service quality has a significant positive effect on customer loyalty. Customer value has a significant positive effect on customer loyalty, customer satisfaction has a significant effect on customer loyalty. The Sobel test results concluded that service quality has a significant effect on customer loyalty through customer satisfaction and customer value has a significant effect on customer loyalty through customer satisfaction. The results of the coefficient of determination (R2) model 1 show the magnitude of the influence of service quality and customer value on customer satisfaction by 28.9%. The coefficient of determination (R2) model 2 test shows that the effect of service quality, customer value and customer satisfaction on customer loyalty is 40.9%.