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All Journal Management Analysis Journal JURNAL MANAJEMEN MOTIVASI Journal of Economic, Bussines and Accounting (COSTING) EKUITAS (Jurnal Ekonomi dan Keuangan) Media Ekonomi Review of Applied Accounting Research Prosiding University Research Colloquium IIJSE Al-Kharaj: Jurnal Ekonomi, Keuangan & Bisnis Syariah Journal of Ekonomics, Finance, and Management Studies Journal of Society, Community and Business Development
Herni Justiana Astuti
Universitas Muhammadiyah Purwokerto
Religion Agriculture, Biological Sciences & Forestry Humanities Computer Science & IT Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Environmental Science Industrial & Manufacturing Engineering Law, Crime, Criminology & Criminal Justice Medicine & Pharmacology Social Sciences Other

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The Effect of Service Quality, Corporate Image, Customer Trust, Customer Satisfaction, And Customer Experience on Customer Loyalty at PT Pelindo (Persero) (Case Study at Tanjung Intan, Gresik, And Tanjung Perak Port) Puput Tri Hantoro; Herni Justiana Astuti; Erny Rachmawati; Wida Purwidianti
Indonesian Interdisciplinary Journal of Sharia Economics (IIJSE) Vol 8 No 2 (2025): Sharia Economics
Publisher : Universitas KH. Abdul Chalim Mojokerto

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31538/iijse.v8i2.6356

Abstract

This study aims to analyze the effect of service quality, company image, customer trust, customer satisfaction, and customer experience on customer loyalty at PT Pelindo (Persero). The data collection technique uses a purposive sampling method, where the requirement to be sampled is service users who have used PT Pelindo (Persero) services for 1 year. Based on this technique, a sample of 112 respondents was obtained—data analysis using SEM PLS. The results showed that service quality, company image, customer trust, customer satisfaction, and customer experience positively and significantly affect customer loyalty at PT Pelindo (Persero). This study recommends PT Pelindo (Persero) maintain and continue to improve service quality to maintain service user loyalty to compete with TUKS Ports in Indonesia.
Co-Authors Arini Hidayah, Arini Azmi Fitriati Basith Ahnaf Jaler M Bernika Nindya Siwi Erna Handayani Erny Rachmawati Fatmah Bagis Hadi Pramono Hana Pratiwi Irawan Randikaparsa Luthfi Zamakhsyari Maharani Retnaningrum Nandang Bekti Karnowati Nur Isna Inayati Pujiharto Pujiharto Puput Tri Hantoro Restu Frida Utami Rizaldi Anggito Yudha Suryo Budi Santoso Suyoto Suyoto Suyoto Wida Purwidianti