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All Journal Jurnal Ekonomi Manajemen Sistem Informasi Proceeding of The International Conference on Management, Entrepreneurship, and Business
Rizky Reynaldi
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Decision Sciences, Operations Research & Management Economics, Econometrics & Finance

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The Influence of Service and Relationship Quality to Satisfaction Consumer Reefer Container Meat in PT Company Indogal Trading Agung Kwartama; Rizky Reynaldi
Proceeding of the International Conference on Management, Entrepreneurship, and Business Vol. 1 No. 1 (2024): June : Proceeding of the International Conference on Management, Entrepreneursh
Publisher : Asosiasi Riset Ilmu Manajemen Kewirausahaan dan Bisnis Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.61132/icmeb.v1i1.92

Abstract

The purpose of this study is to examine the effect of service quality and relationship quality on consumer satisfaction that has an impact on consumers with their loyalty, especially in the distribution of meat reefer containers by PT Indogal Trading. The main problems identified are low loyalty and consumer satisfaction, on service issues such as late delivery, temperature fluctuations, and less than optimal complaint management. The study population consisted of 105 consumers of PT Indogal Trading in 2023 representing 50 companies, with a sample of 83 respondents using the simple random sampling method. Data collection by analyzing and collecting questionnaires with SMART PLS. The results of the study stated that service quality and relationship quality have a significant influence on consumer satisfaction and loyalty. In addition, consumer mediation of their satisfaction is specifically the influence of service quality and relationship quality on consumer loyalty. In conclusion, increasing service quality and relationships can significantly increase consumer satisfaction and loyalty. Managerial suggestions provided include increasing service consistency, better temperature management, and increasing responsiveness to consumer complaints to strengthen consumer loyalty.
The Effect of Service Quality and Relationship Quality on Satisfaction and Its Impact on Consumer Loyalty Towards the Distribution of Reefer Container Meat by PT Indogal Trading Rizky Reynaldi; Wilhelmus Hary Susilo; April Gunawan Malau; Imam Fahcruddin
Jurnal Ekonomi Manajemen Sistem Informasi Vol. 6 No. 2 (2024): Jurnal Ekonomi Manajemen Sistem Informasi (November - Desember 2024)
Publisher : Dinasti Review

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.38035/jemsi.v6i2.3163

Abstract

This study aims to examine the influence of service quality and relational quality on customer satisfaction and its impact on customer loyalty in the distribution of refrigerated (reefer) containerized meat by PT Indogal Trading. The primary issue identified is the low levels of customer satisfaction and loyalty, which are affected by service issues such as delivery delays, temperature fluctuations, and suboptimal complaint management. The study population consists of 105 PT Indogal Trading customers in 2023, representing 50 companies, with a sample of 83 respondents selected using simple random sampling. Data were collected through a questionnaire and analyzed using SMART PLS. The findings indicate that service quality and relational quality have a significant effect on both customer satisfaction and loyalty. Furthermore, customer satisfaction mediates the influence of service quality and relational quality on customer loyalty. In conclusion, improving service quality and relational quality can significantly enhance customer satisfaction and loyalty. Managerial recommendations include increasing service consistency, improving temperature management, and enhancing responsiveness to customer complaints to strengthen customer loyalty.
Co-Authors April Gunawan Malau Imam Fahcruddin Kwartama, Agung Wilhelmus Hary Susilo