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All Journal Pena Justisia: Media Komunikasi dan Kajian Hukum
Arifin Gustian Pramoko
Universitas Ciputra, Surabaya, Indonesia
Law, Crime, Criminology & Criminal Justice

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Analysis of Classification Society Service Quality Impact on Customer Loyalty Through Co-Creation, Co-Production in Shipbuilding Projects Arifin Gustian Pramoko; Eric Harianto Eric Harianto
Pena Justisia: Media Komunikasi dan Kajian Hukum Vol. 24 No. 1 (2025): Pena Justisia
Publisher : Faculty of Law, Universitas Pekalongan

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31941/pj.v24i1.6055

Abstract

This study investigates the impact of classification societies on customer loyalty in Indonesia's shipbuilding industry, focusing on service quality, co-creation, and co-production. Classification societies establish and enforce technical standards for ship design, construction, and operation. The research evaluates how service quality influences customer loyalty, mediated by co-creation and co-production. A quantitative approach was applied, collecting data from 200 customers of PT. Biro Klasifikasi Indonesia (BKI) and analyzing it using Partial Least Squares Structural Equation Modeling (PLS-SEM). The findings indicate a significant positive relationship between service quality and customer loyalty, with co-production exerting a stronger influence than co-creation. The study underscores the importance of effective collaboration and high-quality services in fostering trust and satisfaction. It offers valuable insights for classification societies to enhance strategies, particularly in providing responsive and reliable services.
Co-Authors Eric Harianto Eric Harianto