PENINGKATAN KINERJA PELAYANAN TERHADAP LOYALITAS PELANGGAN PADA PERUSAHAAN FREIGHT FORWARDING DI JAWA TIMUR
The rapid development of businesses in services runs and related with the increasing levels of competition. The existence of the global financial crisis that occurred in some countries today, to some extent also affects the number of activities involving import export forwarder industry therein. Fre...
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| Format: | Thesis |
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[Yogyakarta] : Universitas Gadjah Mada
2012
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| _version_ | 1826045603919953920 |
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| author | , Eddy Santoso , Dr. Wakhid Slamet Ciptono, MBA, MPM. |
| author_facet | , Eddy Santoso , Dr. Wakhid Slamet Ciptono, MBA, MPM. |
| author_sort | , Eddy Santoso |
| collection | UGM |
| description | The rapid development of businesses in services runs and related with the
increasing levels of competition. The existence of the global financial crisis that
occurred in some countries today, to some extent also affects the number of
activities involving import export forwarder industry therein. Freight forwarding
company is one of the companies that engaged in the service. Quality and service
performance to be a determining factor to provide customer satisfaction that will
ultimately make customers loyal to the company.
Customer loyalty is a very important thing in an industry that both
products and services. If customers are already loyal to a particular company
then the customer will continue to use the products or services from these
companies. Retain existing customers to remain loyal will certainly be important
for industry players forwarder.
The study was conducted with the aim to identify models of customer
loyalty in the freight forwarding company in East Java, and also analyze the effect
of service performance on customer loyalty that can be used as the basis for
performance improvement.
The research was conducted using path analysis method where the quality
of service and service performance synergized with the factors that influence
customer satisfaction and loyalty. These factors are perceived quality, perceived
value, customer complaint, image, trust, and customer satisfaction. After testing
with the SPSS 19, we got the result that there is a significant relationship between
these constructs with loyalty. It can be concluded that turned out to customer
loyalty in the freight forwarder company is influenced by the perceived value,
perceived quality, customer satisfaction, trust, customer complaint and the image
either directly or indirectly. |
| first_indexed | 2024-03-13T22:39:39Z |
| format | Thesis |
| id | oai:generic.eprints.org:99604 |
| institution | Universiti Gadjah Mada |
| last_indexed | 2024-03-13T22:39:39Z |
| publishDate | 2012 |
| publisher | [Yogyakarta] : Universitas Gadjah Mada |
| record_format | dspace |
| spelling | oai:generic.eprints.org:996042016-03-04T08:46:26Z https://repository.ugm.ac.id/99604/ PENINGKATAN KINERJA PELAYANAN TERHADAP LOYALITAS PELANGGAN PADA PERUSAHAAN FREIGHT FORWARDING DI JAWA TIMUR , Eddy Santoso , Dr. Wakhid Slamet Ciptono, MBA, MPM. ETD The rapid development of businesses in services runs and related with the increasing levels of competition. The existence of the global financial crisis that occurred in some countries today, to some extent also affects the number of activities involving import export forwarder industry therein. Freight forwarding company is one of the companies that engaged in the service. Quality and service performance to be a determining factor to provide customer satisfaction that will ultimately make customers loyal to the company. Customer loyalty is a very important thing in an industry that both products and services. If customers are already loyal to a particular company then the customer will continue to use the products or services from these companies. Retain existing customers to remain loyal will certainly be important for industry players forwarder. The study was conducted with the aim to identify models of customer loyalty in the freight forwarding company in East Java, and also analyze the effect of service performance on customer loyalty that can be used as the basis for performance improvement. The research was conducted using path analysis method where the quality of service and service performance synergized with the factors that influence customer satisfaction and loyalty. These factors are perceived quality, perceived value, customer complaint, image, trust, and customer satisfaction. After testing with the SPSS 19, we got the result that there is a significant relationship between these constructs with loyalty. It can be concluded that turned out to customer loyalty in the freight forwarder company is influenced by the perceived value, perceived quality, customer satisfaction, trust, customer complaint and the image either directly or indirectly. [Yogyakarta] : Universitas Gadjah Mada 2012 Thesis NonPeerReviewed , Eddy Santoso and , Dr. Wakhid Slamet Ciptono, MBA, MPM. (2012) PENINGKATAN KINERJA PELAYANAN TERHADAP LOYALITAS PELANGGAN PADA PERUSAHAAN FREIGHT FORWARDING DI JAWA TIMUR. UNSPECIFIED thesis, UNSPECIFIED. http://etd.ugm.ac.id/index.php?mod=penelitian_detail&sub=PenelitianDetail&act=view&typ=html&buku_id=55793 |
| spellingShingle | ETD , Eddy Santoso , Dr. Wakhid Slamet Ciptono, MBA, MPM. PENINGKATAN KINERJA PELAYANAN TERHADAP LOYALITAS PELANGGAN PADA PERUSAHAAN FREIGHT FORWARDING DI JAWA TIMUR |
| title | PENINGKATAN KINERJA PELAYANAN TERHADAP LOYALITAS PELANGGAN PADA PERUSAHAAN FREIGHT FORWARDING DI JAWA TIMUR |
| title_full | PENINGKATAN KINERJA PELAYANAN TERHADAP LOYALITAS PELANGGAN PADA PERUSAHAAN FREIGHT FORWARDING DI JAWA TIMUR |
| title_fullStr | PENINGKATAN KINERJA PELAYANAN TERHADAP LOYALITAS PELANGGAN PADA PERUSAHAAN FREIGHT FORWARDING DI JAWA TIMUR |
| title_full_unstemmed | PENINGKATAN KINERJA PELAYANAN TERHADAP LOYALITAS PELANGGAN PADA PERUSAHAAN FREIGHT FORWARDING DI JAWA TIMUR |
| title_short | PENINGKATAN KINERJA PELAYANAN TERHADAP LOYALITAS PELANGGAN PADA PERUSAHAAN FREIGHT FORWARDING DI JAWA TIMUR |
| title_sort | peningkatan kinerja pelayanan terhadap loyalitas pelanggan pada perusahaan freight forwarding di jawa timur |
| topic | ETD |
| work_keys_str_mv | AT eddysantoso peningkatankinerjapelayananterhadaployalitaspelangganpadaperusahaanfreightforwardingdijawatimur AT drwakhidslametciptonombampm peningkatankinerjapelayananterhadaployalitaspelangganpadaperusahaanfreightforwardingdijawatimur |