Efendi, Ranu Tri Johan and Tridayanti, Hermien and Suyono, Joko and Elisabeth, Damarsari Ratnasahara and Arisanti, Dian (2021) The Determinant Factors of Customer Loyalty: Service Quality and Customer Satisfaction. IJEBD International Journal Of Entrepreneurship And Business Development eISSN 2597-4785 pISSN 2597-4750, 4 (3). pp. 396-404.
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Abstract
Purpose: is to find out and analyze determine the effect of service quality on customer satisfaction, service quality on customer loyalty, customer satisfaction on customer loyalty and the role of customer satisfaction as a mediation of the effect of service quality on customer loyalty in Teluk Lamong loading and unloading container terminal Design/methodology/approach: Design of this research uses quantitative research. Research limitations/implications: This research conducted on Teluk Lamong customers with include 229 respondents samples and are distributed through questionnaires, as well as the data results are processed using SEM PLS version 3.0. Practical implications: The results prove that there is a significant effect of service quality on customer satisfaction at PT Terminal Teluk Lamong. The second results imply that there is a significant effect of service quality on customer satisfaction at PT Terminal Teluk Lamong. Likewise, the effect of customer satisfaction on customer loyalty at PT Terminal Teluk Lamong is also significant. Satisfaction is also confirmed to mediate the effect of service quality on customer loyalty. Originality/value: This paper is original. Paper type: This paper can be categorized as case study paper. Keyword: , Loyalty, Loading And Unloading Services, Service Quality, Satisfaction, Terminal Teluk Lamong
| Item Type: | Article |
|---|---|
| Subjects: | H Social Sciences > H Social Sciences (General) H Social Sciences > HC Economic History and Conditions |
| Depositing User: | Diyan Opka Vandisia |
| Date Deposited: | 19 May 2022 13:29 |
| Last Modified: | 27 May 2022 03:13 |
| URI: | http://repositori.stiamak.ac.id/id/eprint/255 |
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