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Detail Karya Ilmiah Dosen

Sufrin Hannan, Budi Suharjo, Kirbrandoko, Rita Nurmalina

Judul : Model of Customer Loyalty on Professional Services: Empirical Study on Independent Surveyor Service Industry In Indonesia
Abstrak :

The advanced development of global economic competition in accordance with the ongoing openness of domestic markets, one of which is independent surveyor service, in Indonesia has been evident by the growing amount of foreign independent surveyor service providers opening their business in the country’s market. It is inevitable for the local independent surveyor service companies, in order to survive in the free of competition, to adapt the ideal competition strategies. Based on the mentioned background, this research, therefore, aims to provide a model of consumer loyalty for the professional purposes of independent surveyor service in relation to activities of examining coal export in Indonesia by adopting the relationship marketing concept as the approach. Data are collected through handing out questionnaires for 51 exporting companies and coal traders represented by 93 respondents selected by their professional levels that include management and official working directly with the independent surveyor service providers. The collected data are analyzed using the Structural Equation Model (SEM). The results from the analysis show that customer satisfaction is a crucial factor to strengthen the relationship between the independent surveyor service providers and their clients. However, other factors are not less important in building consumer loyalty; these include switching barrier, relationship bond, trust and information sharing by each own’s level of contribution. In addition, customer satisfaction is found to be influenced by perceived quality, perceived value and customer expectation. Customer perceived quality is achieved by having reliability, assurance, responsiveness and empathy with different contribution respectively. The managerial implication of this research is thus to offer competition strategies for the independent surveyor service providers. The suggestions consist of the willingness to maintain their interaction with the customers by integrating factors that help strengthening the relationship mainly through the provided integrated service with aspects of legal, knowledge, technology and systems to facilitate the communication. Furthermore, it is important for the providers to pay attention to their customers’ time by furnishing their business with reliability, assurance and value of money as the center. 


Tahun : 2015 Media Publikasi : Jurnal Internasional
Kategori : Jurnal No/Vol/Tahun : 22 special / 9 / 2015
ISSN/ISBN : 1991-8178
PTN/S : IPB University Program Studi : MANAJEMEN
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