Merak Port Customer Loyalty

Sohwa Rizkia Rizal, Agung Kresnamurti Rivai, Rahmi Rahmi

Abstract


The aim of this research was to examine the direct impact of service quality, trust and customer satisfaction variables on customer loyalty. As well as the indirect effect between service quality and customer satisfaction on customer loyalty through trust variable. This research uses a quantitative approach and data collected using survey with questionnaire as an instrument. The sample of this research are 200 Merak Port customers, that have visited Merak Port at least two times in the past year and have visited Merak Port before and after 2019. The data analysis technique uses SPSS version 22 LISREL 8.8 to analyze and process research data. The hypothesis finding show that only the customer satisfaction variable positively and significantly affect customer loyalty. The trust variable as a mediator in the relationship between service quality and customer satisfaction on customer loyalty shows insignificant results.

Keywords


Service Quality; Trust; Customer Satisfaction; Customer Loyalty; Merak Port

Full Text:

PDF ENGLISH


DOI: https://doi.org/10.37479/jsm.v4i1.11444

Refbacks

  • There are currently no refbacks.


Copyright (c) 2022 Sohwa Rizkia Rizal, Agung Kresnamurti Rivai, Rahmi

Creative Commons License
This work is licensed under a Creative Commons Attribution 4.0 International License.

Creative Commons License
Jambura Science of Management (P-ISSN 2655-3651, E-ISSN 2656-0453) is licensed under a Creative Commons Attribution 4.0 International License

Editorial Office of Jambura Science of Management; Department of Management, Economic Faculty, Universitas Negeri Gorontalo. Jendral Sudirman Street, Number 6, Gorontalo City, Gorontalo Province 96128, Indonesia. Telp. +6281340111868; +6282348598585 (Call/SMS/WA) E-mail: jsmfekonung@gmail.com