Abstract
The study is aimed to determine the effect of the quality of service , price to encourage the satisfaction of customers and loyalty of customers the services of a means of conveyance crate packing . Customers from PT. Yang Ming Shipping Indonesia was taken as the respondent , both primary and secondary data were used in the study . Secondary data is taken from various sources such as journals , books and other data . Primary data was collected using a questionnaire which was distributed to the target respondents . Using the technique of accidental sampling, a total of respondents who collected a number of 140 respondents . Path analysis is applied in this study . The results show that service quality has a significant effect on customer satisfaction . Price has a positive and significant effect on customer satisfaction . and d itemukan that the quality of services has the effect of significantly towards consumers loyal. Price memilikipenagruh positive and significant to consumers loyal, things were equally found their influence posiif and exhibited significantly that occur between the satisfaction of customers to consumers loyal. At the level of managerial , research is giving a donation to the PT. Yang Ming Shipping Indonesia, to improve service quality and price if you want customer satisfaction and customer loyalty to increase .
Highlights
Background behind the Problem International trade has become a benchmark in improving the economy and prosperity of a nation
Quality services are produced by the company is already enough things that make customers be satisfied, things indicates that factor whic h required the company to achieve the satisfaction of customers is the quality of service excellence, because the quality of service excellence is the quality of the services that correspond to the desire of customers to pay attention to the facility physically related to the tidiness of employees, waiting rooms, equipment
The results of the study show the effect that occurs between service quality and price on customer satisfaction which has implications for customer loyalty
Summary
Background behind the Problem International trade has become a benchmark in improving the economy and prosperity of a nation. Where international trade itself has tangible benefits such as increasing state income, foreign exchange reserves, capital transactions and expanding employment opportunities. Countries that carry out export activities allow for many benefits, including being able to expand the existing domestic market so as to obtain market opportunities abroad, encourage the smooth flow of trade in the country and provide a multiplier effect on other economic activities, and overcome the problem of excess domestic production so that the domestic industry still able to perform optimally (Pambudi, 2011). (YM) as an international company strives to dedicate itself to providing global and advanced marine transportation services.
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