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All Journal JIKSI (Jurnal Ilmu Komputer dan Sistem Informasi) Jurnal Pendidikan Usia Dini Computatio : Journal of Computer Science and Information Systems J-Dinamika: Jurnal Pengabdian Kepada Masyarakat JCRS (Journal of Community Research and Service) Jurnal Asy-Syukriyyah Management Studies and Entrepreneurship Journal (MSEJ) GANDRUNG: Jurnal Pengabdian Kepada Masyarakat Andragogi : Jurnal Ilmiah Pendidikan Agama Islam Journal of Computer Networks, Architecture and High Performance Computing Jurnal FASILKOM (teknologi inFormASi dan ILmu KOMputer) Humantech : Jurnal Ilmiah Multidisiplin Indonesia Transekonomika : Akuntansi, Bisnis dan Keuangan International Journal of Economic, Business, Accounting, Agriculture Management and Sharia Administration (IJEBAS) BIP'S : Jurnal Bisnis Perspektif Proceeding National Conference Business, Management, and Accounting (NCBMA) Jurnal Keuangan dan Bisnis Jurnal Agroindustri Pangan Jurnal Informatika Ekonomi Bisnis Journal Accounting International Mount Hope Jurnal Pengabdian Masyarakat dan Riset Pendidikan Proceeding of International Conference on Entrepreneurship (IConEnt) Jurnal Asy-Syukriyyah Quranic Edu Journal of Community Services and Engagement: Voice of Community (VOC) PROCEEDING INTERNATIONAL BUSINESS AND ECONOMICS CONFERENCE (IBEC) Technology, Business and Entrepreneurship Fortunate Business Review Jurnal Serina Abdimas
Lina
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Religion Agriculture, Biological Sciences & Forestry Humanities Chemical Engineering, Chemistry & Bioengineering Computer Science & IT Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Engineering Environmental Science Health Professions Immunology & microbiology Industrial & Manufacturing Engineering Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Mathematics Physics Public Health Social Sciences Other

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THE EFFECT OF SERVICE QUALITY AND COMPANY COMMITMENT ON CUSTOMER LOYALTY THROUGH CUSTOMER SATISFACTION AS AN INTERVENING VARIABLE (CASE STUDY AT PT. KARYA SEMANGAT MANDIRI) IN MEDAN NORTH SUMATERA INDONESIA) Lina; Sugiharto Pujangkoro; Muhammad Anggia Muchtar
International Journal of Economic, Business, Accounting, Agriculture Management and Sharia Administration (IJEBAS) Vol. 4 No. 5 (2024): October
Publisher : CV. Radja Publika

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.54443/ijebas.v4i5.1975

Abstract

Chicken production in North Sumatra increased significantly from 2020 to 2022 which indicates that the business potential of broiler raising is promising. Broiler is known as a chicken which is able to produce high quality chicken in a short time which makes it a high ranking product in poultry raising. Partnership pattern between poultry raisers and companies is the main strategy in increasing productivity and the sustainability of broiler raising business. PT. Karya Usaha Mandiri as a holding company has developed a partnership with plasma broiler raisers to advance broiler raising business. However, there is dissatisfaction of plasma broiler raisers with the service quality of PT. Karya Pahlawan Mandiri, indicated by their complaints about the lateness of DOC supply and food, and irregular technicians' visits. The objective of the research is to analyze the influence of service quality and firm commitment on plasma broiler raisers' satisfaction and loyalty and to explore the correlation between customer satisfaction and loyalty in the context of this partnership. The research uses quantitative causality method which is aimed at analyzing the cause and effect correlation between service quality and the effect of the company's involvement in customer loyalty with customer satisfaction at PT. Independent Spirit Work. The research location is at the broiler raising place, Binjai, North Sumatra. The population is 322 clients of the company, of which 140 are used as samples, taken by using simple random sampling technique. Te data are gathered by using Likert Scale questionnaire and analyzed by using Partial Least Square (PLS) technique with SmartPLS version 3. software. The results of the research show that service quality does not have any significant influence on customer loyalty but has a positive and significant influence on customer satisfaction. Customer satisfaction significantly influences customer loyalty which indicates that good service will increase satisfaction and, in turn, it will increase loyalty. Service quality does not influence customer loyalty through customer satisfaction while firm commitment influences loyalty through customer satisfaction.
Co-Authors Abdillah, Salma Iliyina Agustin, Julia Agustinus Riyanto Ali Mustaqim Alvian Wijaya Andi Widiyanto Angelino, Kevin Angesty, Viviana Arilaha, Muhammad Asril Arum Billy Marcelino Chuandra, Fendy Cuandra, Fendy Dadan Suryana david Diana Didi Sundiman Engli Saragi Ewaldo, Davin Farida Mayar Fernando Freddin Hutasoit Fundroo Orlando Gloria Valerie Lao Harry Chandra Hasugian, Chandiny HENDRI WIJAYA Henry Tanujaya Ignasius Heri Satrya Wangsa Ignasius Heri Satrya Wangsa, Ignasius Heri Satrya Iqomatin, Durrotul Jeanny Pragantha Jenny Jerry Ruslim Johan Hartanto Juen, Jonathan Kenny Juli Meliza Khairma , Fitriana Sari Khoiriyah, Binti Khomathy, Khomathy Kimberly Edelweiss Kristian Davidson Runtu Lao, Gloria Valerie Lorico Salim Manatap Dolok Lauro, Manatap Dolok Maria Josephine Tyra, Maria Josephine Tyra, Marliana Michael Setiawan, Michael Muhammad Anggia Muchtar Muniya Alteza Nasir Noviansius Ony, Johan Gunady Pandiangan, Lady Avilla Pansing, Marcelina Helen Penny Rahmawaty Pratama, Mahendra Ryansa Gallen Gagah Pratama, Rheza Riyanto, Agustinus Rizal, Mar'ie Muhammad Robinson Sari, Novi Engla Satria, Sri Shantika Manggala Sitopu, Juwita Dearni Soraya, Devinta Febri Sri Rezeki Sugiharto Pujangkoro Tai, Calvin Theresia Widyastuti Tondy Tony Honkley Utama, Mohamad Maulidin Alif Wahyuddin Wasino Winarti Yulina, Rayung Putri Zega, Thea Putri Amabel Zyad Rusdi