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All Journal Jurnal Ekonomi Manajemen Sistem Informasi Al-Kharaj: Journal of Islamic Economic and Business Media Bina Ilmiah International Journal of Economics and Management Research
Edhie Budi Setiawan
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Humanities Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Social Sciences Other

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Journal : Media Bina Ilmiah

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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 Agusinta, Lira Aisyah Rahmawati Alfi Kamil Rafi Amrulloh Ibnu Kholdun Basri Fahriza Dian Artanti Arubusman Dwi Yulika Handini Salsabila M. Yogi Riyantama Isjoni Maruliasi, Kristanto Muhammad Thamrin Aroba Nofrisel Nofrisel Nursery Alfaridi S Nasution Prasadja Ricardianto Rully Indrawan Sandriana Marina Theresye Yoanyta Octora Zahroni, Zahroni