PENGARUH LOGISTICS SERVICE QUALITY TERHADAP CUSTOMER RETENTION DENGAN CUSTOMER SATISFACTION SEBAGAI VARIABEL INTERVENING PADA INDUSTRI EKSPEDISI LAUT DI SURABAYA

Authors

  • Edwin Japarianto Fakultas Ekonomi, Universitas Kristen Petra, Surabaya

:

https://doi.org/10.9744/pemasaran.12.1.25─32

Keywords:

Logistics service quality, Customer satisfaction, Customer retention

Abstract

Penelitian membahas pengaruh logistics service quality terhadap customer retention dengan customer satisfaction sebagai variabel intervening pada industri ekspedisi laut. Sampel penelitian ini berjumlah 100 responden pelanggan Industri ekspedisi laut yang melakukan transaksi di bulan Februari 2017-September 2017. Pengukuran dilakukan dari variabel logistics service quality, variabel customer satisfaction, dan customer retention.Hasil penelitian menunjukkan: logistics service quality berpengaruh signifikan terhadap customer retention melalui customer satisfation

References

Abdillah, W., & Hartono, J. (2015).Partial Least Square (PLS) - Alternatif Stuctural Equation Modeling (SEM) dalam Penelitian Bisnis (Cetakan 1). Yogyakarta: Penerbit Andy.

Agyapong, G. (2011). The effect of service quality on customer satisfaction in the utility industry-a case of vodafone (Ghana). International journal of business and management.

Buttles, F. (2009). Customer Relationship Management concepts and technology (2nd edition). Burlington: USA

Climis, R. (2016). Factors Affecting Customer Retention in the Airline Industry. Journal of Management and Business Administration, 24(4), 49–69.

Kamble, S., & Raut, M. (2011). Validating the Logistics Service Quality (LSQ) Scale in Indian Logistics Industry. International Proceedings of Economics, 1, 81–85.

Khan, I. (2012). Impact of Customers Satisfaction And Customers Retention on Customer Loyalty. International Journal of Scientific & Technology Research, 1(2), 106–110.

Khan, M. S., Naumann, E., & Williams, P. (2012). Identifying the Key Drivers of Customer Satisfaction and Repurchase Intentions: an Empirical Investigation of Japanese B2B Services. Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, 25, 159–178.

Mentzer, J. T., Flint, D. J., & Hult, G. T. M. (2001). Logistics Service Quality as a Segment-Customized Process. Journal of Marketing, 65(4), 82–104.

Micu, Adrian; Aivaz, Kamer; Capatina, A. (2013). Implications Of Logistic Service Quality On The Satisfaction Level And Retention Rate Of An E-Commerce Retailer’s Customers, 47(2), 147–156.

Odunlami, B. (2015). Impact of Customer Satisfaction on Customer Retention: A Case Study of a Reputable Bank in Oyo, Oyo State. Nigeria. International Journal of Managerial Studies and Research, 3(2), 42–53.

Saghier, N. & Nathan, D. (2013). Service quality dimensions and customers satisfactions of banks in egypt. International business research conference

Sugiyono. (2010). Metode penelitian kuantitatif kualitatif dan R&D (cetakan 15). Bandung: Alfabeta

Taqwanur, S. (2011). Penerapan Lean Thinking Untuk Meningkatkan Kinerja Divisi Trucking Pt . Jpek, 1–8. Unpublished masterdegree thesis, Institut Teknologi Sepuluh Nopember, Surabaya

Vinci, leonardo da. (1996). Chapter 2 Logistics – Basic Concepts & Characteristics. Logistic and Transportation.

Downloads

Published

2018-04-30

How to Cite

Japarianto, E. (2018). PENGARUH LOGISTICS SERVICE QUALITY TERHADAP CUSTOMER RETENTION DENGAN CUSTOMER SATISFACTION SEBAGAI VARIABEL INTERVENING PADA INDUSTRI EKSPEDISI LAUT DI SURABAYA. Jurnal Manajemen Pemasaran, 12(1), 25─32. https://doi.org/10.9744/pemasaran.12.1.25─32

Issue

Section

Articles