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PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN DAN DAMPAKNYA PADA LOYALITAS PELANGGAN JASA KEAGENAN KAPAL
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This research aimed to investigate the effect of service quality and
satisfactionon customer’s loyalty of shipping agent service on PT Tera
Logistic Indonesia at Pelabuhan Taboneo, Banjarmasin. The research
method used is a survey. The number of research samples was 95
customers taken through simple random sampling. Data analysis using
descriptive and inferential statistical analysis by using path analysis.
The results show: there is a positive and significant dirrect effect of
service quality on customer”s loyalty, there is a positive and significant
dirrect effect of satisfaction on customer”s loyalty, there is a positive and
significant dirrect effect of service quality on customer’s satisfaction, and
there is a positive and significant in dirrect effect of service quality on
customer’s loyalty mediated by customer’s satisfaction.
The conclusions of the study: there is a positive and significant effect
of service quality and satisfaction on customer’s loyalty, so that the
customer’s loyalty can be improved through service quality and
customer’s satisfaction.
Novembriani Irenita - Personal Name
NONE
electronic file
Indonesia
ITL Trisakti
2016
TESIS
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