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All Journal Jambura Science of Management
Rahmi Rahmi
Faculty of Economic, Universitas Negeri Jakarta
Economics, Econometrics & Finance

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Merak Port Customer Loyalty Sohwa Rizkia Rizal; Agung Kresnamurti Rivai; Rahmi Rahmi
Jambura Science of Management Vol 4, No 1 (2022): Jambura Science of Management - January 2022
Publisher : Universitas Negeri Gorontalo

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (1400.712 KB) | DOI: 10.37479/jsm.v4i1.11444

Abstract

The aim of this research was to examine the direct impact of service quality, trust and customer satisfaction variables on customer loyalty. As well as the indirect effect between service quality and customer satisfaction on customer loyalty through trust variable. This research uses a quantitative approach and data collected using survey with questionnaire as an instrument. The sample of this research are 200 Merak Port customers, that have visited Merak Port at least two times in the past year and have visited Merak Port before and after 2019. The data analysis technique uses SPSS version 22 LISREL 8.8 to analyze and process research data. The hypothesis finding show that only the customer satisfaction variable positively and significantly affect customer loyalty. The trust variable as a mediator in the relationship between service quality and customer satisfaction on customer loyalty shows insignificant results.
Investigating Customer Satisfaction of the Bakauheni-Palembang Toll Road Dini Dwi Wulandary; Agung Kresnamurti Rivai; Rahmi Rahmi
Jambura Science of Management Vol 4, No 1 (2022): Jambura Science of Management - January 2022
Publisher : Universitas Negeri Gorontalo

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (1077.215 KB) | DOI: 10.37479/jsm.v4i1.11445

Abstract

This study aims to determine the effect of service quality, E-WOM, and perceived value on customer satisfaction of the Bakauheni-Palembang Toll Road. This study uses quantitative methods. Data collection technique using a survey method with an instrument in the form of a questionnaire. The sample in this study amounted to 200 respondents who have used the Bakauheni-Palembang Toll Road at least twice in the last year. Use SPSS 22 version and Lisrel 8.8 SEM (Structural Equation Model) for technical data analysis to process and analyze research data. The results showed that service quality has no significant effect on E-WOM, service quality had no significant effect on customer satisfaction, the perceived value has a significant effect on E-WOM, perceived value has a significant effect on customer satisfaction, E-WOM has a significant impact on customer satisfaction, service quality has no significant effect on customer satisfaction through E-WOM, perceived value has a significant effect on customer satisfaction through E-WOM.
Co-Authors Agung Kresnamurti Rivai Prabumenang Dini Dwi Wulandary Sohwa Rizkia Rizal