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Eva Kuniasih
Alumni of the Master of Management Faculty of Economics and Business, Atma Jaya Catholic University of Indonesia
Economics, Econometrics & Finance

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THE DRIVING FACTORS OF CUSTOMER LOYALTY: STUDY ON B2B CUSTOMERS Eva Kuniasih; Ari Setiyaningrum
Fokus Ekonomi : Jurnal Ilmiah Ekonomi Vol 18, No 1: Juni 2023
Publisher : STIE Pelita Nusantara Semarang

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.34152/fe.18.1.129-150

Abstract

This study aims to examine the factors that determine customer loyalty to business customers. In particular, this study examines the effect of service quality and product quality on customer loyalty directly and indirectly through customer satisfaction mediation. Primary data collection was carried out by surveying through the distribution of questionnaires to 50 companies at oil and gas industry in Indonesia. Sampling was done by purposive sampling technique. The results of hypothesis testing with SEM-PLS indicated that service quality and product quality have a direct effect on customer loyalty. The results of the indirect effect test prove that customer satisfaction partially mediates the effect of service quality and product quality on customer loyalty.
Co-Authors Ari Setiyaningrum