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All Journal JURNAL MANAJEMEN TRANSPORTASI & LOGISTIK Matra Pembaruan: Jurnal Inovasi Kebijakan Syntax Literate: Jurnal Ilmiah Indonesia JURNAL MANAJEMEN INDUSTRI DAN LOGISTIK Jurnal Sinergitas PkM & CSR Gorontalo Management Research Jurnal Ekonomi Manajemen Sistem Informasi Dinasti International Journal of Education Management and Social Science Jurnal Ilmiah Edunomika (JIE) Al-Kharaj: Journal of Islamic Economic and Business Jurnal Ilmiah Manajemen Kesatuan Dinasti International Journal of Digital Business Management Reswara: Jurnal Pengabdian Kepada Masyarakat Dinasti International Journal of Economics, Finance & Accounting (DIJEFA) Indonesian Journal of Social Research (IJSR) Jurnal Manajemen Transportasi & Logistik (JMTRANSLOG) Devotion: Journal of Research and Community Service International Journal of Social Science Transekonomika : Akuntansi, Bisnis dan Keuangan Jurnal Transportasi, Logistik, dan Aviasi (JTLA) Prosiding Konferensi Nasional PKM-CSR Nautical: Jurnal Ilmiah Multidisiplin Indonesia Jurnal Manajemen Bisnis Transportasi dan Logistik Annals of Human Resource Management Research Media Bina Ilmiah Jurnal Sosial dan Sains Ranah Research : Journal of Multidisciplinary Research and Development JURNAL ABDIMAS TRANSPORTASI & LOGISTIK Journal of Authentic Research Logistica : Journal of Logistic and Transportation
Agusinta, Lira
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Journal : Media Bina Ilmiah

 1 
BUILDING CUSTOMER LOYALTY THROUGH SERVICE QUALITY AND CUSTOMER SATISFACTION: AN EMPIRICAL STUDY AT PT IPC TPK TANJUNG PRIOK Alfi Kamil Rafi; Zahroni, Zahroni; Lira Agusinta; Edhie Budi Setiawan; Sandriana Marina
Media Bina Ilmiah Vol. 19 No. 12: Juli 2025
Publisher : LPSDI Bina Patria

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This study examines the effect of service quality—comprising the dimensions of resources, outcomes, processes, management, and image—on customer loyalty at PT IPC TPK Tanjung Priok, with customer satisfaction as a mediating variable. The research is motivated by suboptimal service delivery, weak regulations, limited satisfaction surveys, and inconsistent prior findings. A descriptive–causal quantitative design was applied to 107 purposively selected port service users, who completed a structured questionnaire. Data were analyzed using Partial Least Squares Structural Equation Modeling (PLS-SEM). Results indicate that all five service quality dimensions jointly and significantly shape perceived service quality (significant of outer loading, non-multicollinearity, and strong redundancy result). Furthermore, service quality has a very strong positive effect on customer satisfaction, and customer satisfaction fully mediates the relationship between service quality and customer loyalty in this research. These findings affirm that enhancing loyalty can be achieved only through the improvement of satisfaction. Practically, port management should upgrade facilities and staff competencies, optimize operational processes, strengthen management practices, and build institutional image to foster long-term satisfaction and loyalty.
MENINGKATKAN CUSTOMER RETENTION MELALUI CUSTOMER ENGAGEMENT DENGAN KONTRIBUSI CUSTOMER EXPERIENCE DAN PERCEIVED VALUE Dwi Rahayu; Edhie Budi Setiawan; Sandriana Marina; Lira Agusinta; Aisyah Rahmawati
Media Bina Ilmiah Vol. 19 No. 1: Agustus 2024
Publisher : LPSDI Bina Patria

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Di era globalisasi yang semakin pesat, pertumbuhan industri kargo udara sangat pesat dalam beberapa tahun terakhir. Akan tetapi, pada PT. Shipco Transport Indonesia justru mengalami penurunan volume kargo udara yang sangat tajam. Hal ini menjadi permasalahan yang membutuhkan suatu strategi baru agar PT. Shipco Transport Indonesia tetap dapat bersaing dengan kompetitor dan meningkatkan pengiriman ekspor kargo udara, juga meningkatkan serta mempertahankan para pelanggannya. Tujuan dari penelitian ini adalah untuk menganalisis pengaruh Customer Experience dan Perceived Value terhadap Customer Retention melalui Customer Engagement. Metode pengumpulan data dengan cara menyebarkan kuesioner kepada 195 responden yang merupakan pelanggan B2C yang pernah menggunakan jasa ekspor kargo udara di PT. Shipco Transport Indonesia dengan menggunakan teknik simple random sampling dan pendekatan dengan metode asosiatif. Metode analisis dalam penelitian ini menggunakan alat analisis SEM-PLS dengan aplikasi SmartPLS 4.1.0. Hasil penelitian menunjukkan secara umum semua variabel berpengaruh signifikan kecuali variabel Customer Experience tidak berpengaruh langsung terhadap Customer Retention karena hasil uji nilai T-Statistics menunjukkan angka lebih kecil dari nilai signifikansi. Oleh karena itu, customer experience membutuhkan faktor pendukung yang lain salah satunya yaitu customer engagement agar customer experience dapat meningkat, sehingga pada akhirnya pelanggan menjadi loyal dan terjadi peningkatan customer retention
Co-Authors A.J Muljadi Aang Gunawan Aang Gunawan, Aang Abdul Ghafar Abdul Ghafar Abdullah Ade Suryobuwono Addini, Fida Fathiyah Adik Moechlis Aisyah Rahmawati Aisyah Rahmawati Aji Endra Nugroho Alfarizi Nasution, Nursery Alfi Kamil Rafi Ananda, Candra Andri Primadi, Andri Andriansyah Andriansyah Andry Nico Manik Ariohadi, Mohammad Wisanggeni Aswanti Setyawati Berliana, Dhana Budi Karyono, Aris Budiman, Cecep Cecep Pahrudin Cecep Pahrudin Cecep Pahrudin Cecep Pahrudin, Cecep Datonabolon Datonabolon Dian Artanti Arubusman Dian Artanti Arubusman, Dian Artanti Dian Octaviani, Reni Dida Nurhaida Dinar Dewi Kania Djabutafuan, Abdul Azis Gani Djamal Subastian Dwi Haryanto Dwi Yulika Edhie Budi Setiawan Edhie Budi Setiawan, Edhie Budi Edi Abdurachman Edi Abdurachman Edi Abdurachman Edwin Lermatan, Esternilus Ellen Rumintang Endang Sugiharti Euis Saribanon, Euis Evi Satispi Fachrial, Peppy Fahrial, Peppy Fajar Ardhi Gibran Farisyi, Sofwan febriyanti febriyanti Gabriella, Joanna Ghaddafi, Muhaiminul Hadi Setyabudi Pramono Hakim, Muhammad Wildanul Hanifah Hanifah hanifah hanifah Haris Haris, Haris Hasanah, Khaimatul Heni Pujiastuti HM. Thamrin Ikhsan, Ridho Bramulya Imat Rakhmatillah Indra Gunawan Intan Pawreski Jermanto Setia Kurniawan Jermanto Setia Kurniawan, Jermanto Setia Juhri, Apsada Juliater Simamarta Khansa Khairunnisa Kholdun, Amrulloh Ibnu Koesmariadi, Fransiska Agustina Latifah, Alfi Lermatan, Esterlinus Edwin Lesse, Johan M. Yogi Riyantama Isjoni Mamun Murod Maolani, Rukaesih Achmad Marthaleina Ruminda Sitorus Masjraul Hidayat Matagiwa, Parabil Muhammad Thamrin Mulyadi Mulyadi Mustika Sari, Mustika Mustikasari Mustikasari Nofrisel Nofrisel Novel, Novel Nur, Yunitha Ardiana Nurul Hidayati Octora, Theresye Yoanyta Okin Ringan Purba Olfebri Peppy Fachrial Prasada Ricardianto Prasadja Ricardianto Prasadja Ricardianto, Prasadja Primadi Candra Susanto Purba, Okin Ringan Purwoko, Harry Putra, Derry Herlasetyadi Raden Didiet Rachmat Hidayat Raden Didiet Rachmat Hidayat Rafi, Salahudin Reza Fauzi Jaya Sakti Reza Fauzi Jayasakti Rully Indrawan Rully Setyawan Ryan Firdiansyah Suryawan Sandriana Marina Saputro, Sarwono Hadi Sarinah Sarinah SATISPI, EVI Sembiring, Honny Fiva Akira Sembiring, Rinawati Sholihah, Sita Aniisah Sita Aniisah Sholihah Sitanggang, Rohana Siti Fatimah Siti Fatimah Siti Maemunah Soekirman, Atong Sudjanadi, Sudjanadi Sugiyanto - Suharto Abdul Majid suryawan, ryan firdiansyah Suryobuwono, Abdullah Ade Taufiqurokhman TAUFIQUROKHMAN, TAUFIQUROKHMAN Theresye Yoanyta Octora Tohir, Muhammad Ulud Nopriyadi Vica N Harahap Wahyu Wibowo Wahyudi, Dardi Wildan Wildan Wildan, Wildan Wynd Rizaldy Yana Tatiana Yana Tatiana, Yana Yosi Pahala, Yosi Yuliantini Yuliantini Yuliantini Yuliantini Yuliantini Yuwono Dwisilo Sucipto Zaenal Abidin Zaenal Abidin Zahroni, Zahroni Zulkifli Zulkifli