Repository Universitas Pakuan

Detail Karya Ilmiah Dosen

Sufrin Hannan, Budi Suharjo, Kirbrandoko, Rita Nurmalina

Judul : The Influence of Customer Satisfaction, Trust, Switching Barrier and Relationship Bond to 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 because the global market for goods and services in Indonesia is very attractive. Therefore, creating long-term relationships with customers through customer satisfaction and other factors that affect customer loyalty became very important to win the competition. This research aims to develop a model of the relationship between customer satisfaction, trust, switching barriers and relationship bonds to customer loyalty in professional services of independent surveyor to inspect coal export using relationship marketing approach. Testing of the hypothesis was made on four variables on customer loyalty. Data were collected from 51 exporters and coal trading company in Indonesia and analysis using Structural Equation Models (SEM). Results from this study show that customer loyalty of independent surveyor company was influenced by customer satisfaction, trust, switching barriers and relationship bonds. All the variables have a significant influence.

Keywords: Customer Satisfaction, Trust, Switching Barriers, Relationship Bonds, Customer Loyalty.

Tahun : 2016 Media Publikasi : Jurnal Internasional
Kategori : Jurnal No/Vol/Tahun : 8 / 9 / 2016
ISSN/ISBN : E-ISSN: 2278-4551; P-ISSN: 0974-2611
PTN/S : IPB University Program Studi : MANAJEMEN
Bibliography :