Repository Universitas Pakuan

Detail Karya Ilmiah Dosen

Sufrin Hannan, Budi Suharjo, Kirbrandoko, Rita Nurmalina

Judul : The Influence of Customer Satisfaction, Trust and Information Sharing on Customer Loyalty of Professional Services Company: An Empirical Study on Independent Surveyor Services Industry in Indonesia
Abstrak :

The independent surveyor service company in Indonesia is growing due to that commodity business transaction in Indonesia is very attractive in the global market situation. Therefore, creating long-term relationships between independent surveyor company and their customers through customer satisfaction, trust, and information sharing that affect customer loyalty becomes very important to win the competition. The independent surveyor services are very valuable for sellers and buyers to assure their trade transactions. This research aims to develop a model of the relationship between customer satisfaction, trust, and information sharing to customer loyalty in professional services of independent surveyor to inspect the coal export using the marketing approach relationship. Testing of the hypothesis has been made on three variables on customer loyalty. The data is collected from 51 exporters and coal trading companies in Indonesia and the analysis used is the Structural Equation Models (SEM). Results from this study show that customer satisfaction, trust, and information sharing influence the customer loyalty of independent surveyor company. Every variable has a significant influence.

Keywords: Customer Satisfaction; Trust; Loyalty; Marketing; Indonesia.


Tahun : 2017 Media Publikasi : jurnal internasional
Kategori : Jurnal No/Vol/Tahun : Issue 1 / 11 / 2017
ISSN/ISBN : 1307-1637
PTN/S : IPB University Program Studi : MANAJEMEN
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