Proceedings of the 6th Annual International Conference on Management Research (AICMaR 2019)

Differentiation Services and Customer Value that Affects Customer Satisfaction and Customer Loyalty PT. Samudra Jaya Sakti

Authors
Yusuf Suhardi, Zulkarnaini Zulkarnaini, Anisa Nanda Novita, Arya Darmawan
Corresponding Author
Yusuf Suhardi
Available Online 6 April 2020.
DOI
https://doi.org/10.2991/aebmr.k.200331.032How to use a DOI?
Keywords
service differentiation, customer value, customer satisfaction, customer loyalty
Abstract

Research aims to determine the influence of service differentiation and customer value to customer satisfaction and customer loyalty services of freight forwarding at PT. Samudra Jaya Sakti. Independent variables differentiation services and customer values that affect the analysis of dependent variables is customer satisfaction and loyalty customers PT. Samudra Jaya Sakti. The population number is large and unknown, so the sampling in this study used MoE as much as 96.4 respondents rounded 100 with the method of analysis used is Partial Least Square (PLS). The results of this study indicate that the differentiation of services has no significant effect on customer satisfaction, Customer Value is significant impact on customer satisfaction, differentiation of services significantly affect customer loyalty, Customer Value has significant effect on customer loyalty, and customer satisfaction has significant effect on customers ‘ loyalty. As well as the indirect influence between the variable differentiation of services to customer loyalty through customer satisfaction influential insignificant because it has (indirect effect, while indirect influence between the variable customer value Customer loyalty through significant customer satisfaction because of the indirect effect.

Copyright
© 2020, the Authors. Published by Atlantis Press.
Open Access
This is an open access article distributed under the CC BY-NC license (http://creativecommons.org/licenses/by-nc/4.0/).

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Volume Title
Proceedings of the 6th Annual International Conference on Management Research (AICMaR 2019)
Series
Advances in Economics, Business and Management Research
Publication Date
6 April 2020
ISBN
978-94-6252-948-9
ISSN
2352-5428
DOI
https://doi.org/10.2991/aebmr.k.200331.032How to use a DOI?
Copyright
© 2020, the Authors. Published by Atlantis Press.
Open Access
This is an open access article distributed under the CC BY-NC license (http://creativecommons.org/licenses/by-nc/4.0/).

Cite this article

TY  - CONF
AU  - Yusuf Suhardi
AU  - Zulkarnaini Zulkarnaini
AU  - Anisa Nanda Novita
AU  - Arya Darmawan
PY  - 2020
DA  - 2020/04/06
TI  - Differentiation Services and Customer Value that Affects Customer Satisfaction and Customer Loyalty PT. Samudra Jaya Sakti
BT  - Proceedings of the 6th Annual International Conference on Management Research (AICMaR 2019)
PB  - Atlantis Press
SP  - 147
EP  - 151
SN  - 2352-5428
UR  - https://doi.org/10.2991/aebmr.k.200331.032
DO  - https://doi.org/10.2991/aebmr.k.200331.032
ID  - Suhardi2020
ER  -