Effect of customer satisfaction, switching costs, and perceived service quality on customer loyalty at the container shipping industry in PT Lintas Indonesia Timur Lines

Soejatno, Eric (2019) Effect of customer satisfaction, switching costs, and perceived service quality on customer loyalty at the container shipping industry in PT Lintas Indonesia Timur Lines. Undergraduate thesis, Widya Mandala Catholic University Surabaya.

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Abstract

This study aims to examine the customer satisfaction, switching costs, and perceived service quality on customer loyalty at the container shipping industry in PT Lintas Indonesia Timur Lines. Data for this study were obtained directly from respondents who knew and used the service of PT Lintas Indonesia Timur Lines for at least 3 months. The sample used in this study is 150 respondents with the age of ≥ 17 years. Using purposive sampling and SEM analysis technique with LISREL 8.70 program. Based on the respondents in this study, customer satisfaction have an influence on switching costs, where if the customer satisfaction is low than customer choose to switch to other service company high and vice versa. As well as perceived service quality have an influence on switching costs, where if the service quality is good than customer will remain loyal to the service company and vice versa. As switching costs have negative and significant impact to customer loyalty, it caused by customer in PT Lintas Indonesia Timur Lines already satisfied and service quality is good so customer choose to remain loyal to the service company.

Item Type: Thesis (Undergraduate)
Department: ["eprint_fieldopt_department_Faculty of Business" not defined]
Uncontrolled Keywords: Customer loyalty, customer satisfaction, switching costs, and perceived service quality
Subjects: Business > International Business Management
Divisions: Faculty of Business > International Business Management Undergraduate Study Program
Depositing User: Users 6845 not found.
Date Deposited: 24 Jun 2019 06:43
Last Modified: 24 Jun 2019 06:43
URI: http://repository.wima.ac.id/id/eprint/18518

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