Abstract
In this study involving consumers PT Samator Gas Industri Samarinda Seberang. In this study, a sample of 120 respondents was used to see customer satisfaction and customer loyalty. The data analysis used by the author is the Structural Equation Model (SEM). Hypothesis testing is done by multivariate analysis carried out through the SmartPLS program. Data analysis through partial Least Square (PLS) is done through two stages, namely: First, Assessing the outer model or measurement model. Second, assess the inner model or structural model. The results showed that Customer value had a significant positive effect on customer satisfaction, Customer trust had a significant positive effect on customer satisfaction, Customer value had a significant positive effect on loyalty, Customer trust had a significant positive effect on loyalty, Satisfaction had a non-significant positive effect on loyalty on PT Samator Gas Samarinda Industry Opposite.
Highlights
Based on the performance of PT Samator Gas Industri Samarinda Seberang has a marketing scope of products covering the areas of Samarinda, Tenggarong, Balikpapan, Bontang, Sangatta, Trakan, Tanjung Selor Melak Kota Bangun and senoni, the management feels concerned about competition which has increased significantly due to the high level of competition between companies
Based on the level of competition that is the main focus of PT Samator Gas Industri Samarinda Seberang, the thing to do is to maintain the level of customer satisfaction to refer directly to the customer loyalty expected by the company
The number of samples used in this study were 120 respondents, to measure customer loyalty satisfaction of PT Samator Gas Industri Samarinda Seberang in this study focused on consumers who use company products more than 2 times and included in the corporate category instead of individuals, in this study questionnaire filled by the procurement of goods and services in each company, the reason for choosing the procurement of goods and services is because the division knows the company's needs
Summary
Based on the performance of PT Samator Gas Industri Samarinda Seberang has a marketing scope of products covering the areas of Samarinda, Tenggarong, Balikpapan, Bontang, Sangatta, Trakan, Tanjung Selor Melak Kota Bangun and senoni, the management feels concerned about competition which has increased significantly due to the high level of competition between companies. This can be seen in the growing number of competitors and product verification that could pose a threat in the future for this company, companies that have the same core business as PT Samator Gas Industri Samarinda Seberang, including PT Murni Gas Raya, PT Surya Biru Murni Acetylene and PT Linde. Based on the preliminary survey, there are still complaints from consumers and if this is not known and is not done quickly by the management it will cause customer exit and International Journal of Economics, Business and Accounting Research (IJEBAR) Page 151
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