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All Journal Fundamental and Applied Management Journal Journal of Economic Education and Entrepreneurship Studies
Untung Murdiyanto
Universitas Jambi, Indonesia
Economics, Econometrics & Finance Social Sciences Other

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Exploring The Mediating Role of Complaint Resolution in The Relationship Between Excellent Service, Competitive Advantage, and Customer Loyalty Untung Murdiyanto; Johannes; Ilham Wahyudi
Fundamental and Applied Management Journal Vol. 4 No. 2 (2026): June
Publisher : Global Research Collaboration

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.66314/famj.v4i2.888

Abstract

This study investigates the determinants of customer loyalty in the port service industry by examining the direct and indirect effects of Excellent Service and Competitive Advantage on Customer Loyalty, with Complaint Resolution as a mediating variable. Anchored in Utility Theory, Customer Loyalty Theory, and Competitive Advantage Theory, the research adopts a quantitative approach using Partial Least Squares Structural Equation Modeling (PLS-SEM) to analyze survey data collected from clients of PT Pelabuhan Indonesia (Persero) Regional 2. The findings reveal that both Excellent Service and Competitive Advantage significantly influence customer loyalty. However, Competitive Advantage alone does not suffice to build long-term loyalty unless supported by effective complaint resolution mechanisms. The mediating role of Complaint Resolution is found to be statistically significant, underscoring the importance of responsive and fair grievance handling systems in enhancing customer retention. These results suggest that in a competitive service environment such as port operations, fostering loyalty requires not only continuous service innovation and operational efficiency but also a strategic commitment to customer-oriented problem solving. The study contributes to the growing body of literature on service loyalty in the maritime logistics sector and offers practical implications for service improvement and relationship management in port service enterprises.
Rethinking Competitive Advantage in Customer Loyalty Models: The Roles of Service Excellence and Complaint Resolution Untung Murdiyanto; Johannes Johannes; Ilham Wahyudi
Journal of Economic Education and Entrepreneurship Studies Vol. 7 No. 3 (2026)
Publisher : Department of Economics Education, Faculty of Economics, Universitas Negeri Makassar

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.62794/je3s.v7i3.335

Abstract

Increasing operational complexity within port and logistics industries has intensified the importance of operational responsiveness, service recovery, and Costumer retention. Nevertheless, the mechanisms through which service excellence and complaint resolution influence competitive advantage and Costumer loyalty within operational service environments remain insufficiently explored. This study examines the relationships among service excellence, complaint resolution, competitive advantage, and Costumer loyalty in the operational context of PT Pelindo Regional 2. Drawing upon Relationship Marketing Theory and the Resource-Based View, the study positions complaint responsiveness and operational recovery capability as strategic determinants of organizational competitiveness and Costumer retention. Using survey data collected from 316 companies utilizing PT Pelindo Regional 2 services and analyzed using Partial Least Squares Structural Equation Modeling (PLS-SEM), the findings reveal that complaint resolution significantly strengthens both competitive advantage and Costumer loyalty. Service excellence also positively influences Costumer loyalty; however, it unexpectedly exerts a negative effect on competitive advantage. Furthermore, competitive advantage does not significantly influence Costumer loyalty and fails to mediate the relationships among the examined variables. These findings reveal the existence of a service-performance paradox within highly operational and infrastructure-based industries, where Costumers prioritize operational responsiveness and recovery capability over symbolic organizational superiority. The study contributes to service management literature by emphasizing complaint responsiveness as a more strategically relevant capability in sustaining Costumer loyalty and organizational competitiveness within port service industries.
Co-Authors Ilham Wahyudi Johannes Johannes