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All Journal Jurnal Keperawatan 2-TRIK: TUNAS-TUNAS RISET KESEHATAN Jurnal Ilmiah Keperawatan Indonesia (JIKI) Jurnal Ekonomi Manajemen Sistem Informasi Business Management Journal Program Studi Manajemen Jurnal Keperawatan Dirgahayu (JKD) Media Publikasi Promosi Kesehatan Indonesia (MPPKI) Journal of Pubnursing Sciences Jurnal Kedokteran Meditek
Wilhelmus Hary Susilo
Unknown Affiliation
Humanities Biochemistry, Genetics & Molecular Biology Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Health Professions Immunology & microbiology Industrial & Manufacturing Engineering Medicine & Pharmacology Neuroscience Nursing Public Health Social Sciences

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Journal : Jurnal Ekonomi Manajemen Sistem Informasi

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The Effect of Service Quality and Relationship Quality on Satisfaction and Its Impact on Consumer Loyalty Towards the Distribution of Reefer Container Meat by PT Indogal Trading Rizky Reynaldi; Wilhelmus Hary Susilo; April Gunawan Malau; Imam Fahcruddin
Jurnal Ekonomi Manajemen Sistem Informasi Vol. 6 No. 2 (2024): Jurnal Ekonomi Manajemen Sistem Informasi (November - Desember 2024)
Publisher : Dinasti Review

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.38035/jemsi.v6i2.3163

Abstract

This study aims to examine the influence of service quality and relational quality on customer satisfaction and its impact on customer loyalty in the distribution of refrigerated (reefer) containerized meat by PT Indogal Trading. The primary issue identified is the low levels of customer satisfaction and loyalty, which are affected by service issues such as delivery delays, temperature fluctuations, and suboptimal complaint management. The study population consists of 105 PT Indogal Trading customers in 2023, representing 50 companies, with a sample of 83 respondents selected using simple random sampling. Data were collected through a questionnaire and analyzed using SMART PLS. The findings indicate that service quality and relational quality have a significant effect on both customer satisfaction and loyalty. Furthermore, customer satisfaction mediates the influence of service quality and relational quality on customer loyalty. In conclusion, improving service quality and relational quality can significantly enhance customer satisfaction and loyalty. Managerial recommendations include increasing service consistency, improving temperature management, and enhancing responsiveness to customer complaints to strengthen customer loyalty.
Co-Authors Anggraeni, Lina Dewi April Gunawan Malau Camelita Butar Carolina Putri Indah Sari Chryest Debby Dewi Prabawati Imam Fahcruddin Keristina Ajul Latipah, Siti Risma Yuniarlina Rizky Reynaldi Rupianta br Karo Serly Agustin Marcus Sondang Ratnauli Sianturi Stefanus Andang Ides Utami, Tuti Asrianti Yakobus Siswadi