Differentiation Services and Customer Value that Affects Customer Satisfaction and Customer Loyalty PT. Samudra Jaya Sakti
- 10.2991/aebmr.k.200331.032How to use a DOI?
- service differentiation, customer value, customer satisfaction, customer loyalty
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.
- © 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 - 10.2991/aebmr.k.200331.032 ID - Suhardi2020 ER -