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Quality of services and prices in promoting customer satisfaction and customer loyalty services of container transportation facilities. Case Study at PT. Yang Ming Shipping Indonesia

Author

Listed:
  • Dhanang Suryo Kusumo

    (Mercubuana University Master of Management Postgraduate Program)

  • Didik J. Rachbini

    (Mercubuana University Master of Management Postgraduate Program)

  • Endi Rekarti

    (Mercubuana University Master of Management Postgraduate Program)

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 .

Suggested Citation

  • Dhanang Suryo Kusumo & Didik J. Rachbini & Endi Rekarti, 2021. "Quality of services and prices in promoting customer satisfaction and customer loyalty services of container transportation facilities. Case Study at PT. Yang Ming Shipping Indonesia," Technium Social Sciences Journal, Technium Science, vol. 21(1), pages 645-660, July.
    • Handle: RePEc:tec:journl:v:21:y:2021:i:1:p:645-660
    DOI: 10.47577/tssj.v21i1.3712
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    References listed on IDEAS

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    1. Subaebasni Subaebasni & Henny Risnawaty & A.R. Arie Wicaksono, 2019. "Effect of Brand Image, the Quality and Price on Customer Satisfaction and Implications for Customer Loyalty PT Strait Liner Express in Jakarta," International Review of Management and Marketing, Econjournals, vol. 9(1), pages 90-97.
    2. Yuen, Kum Fai & Wang, Xueqin & Wong, Yiik Diew & Zhou, Qingji, 2018. "The effect of sustainable shipping practices on shippers’ loyalty: The mediating role of perceived value, trust and transaction cost," Transportation Research Part E: Logistics and Transportation Review, Elsevier, vol. 116(C), pages 123-135.
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    1. Kalisri Logeswaran Aravindan & Thurasamy Ramayah & Munusamy Thavanethen & Murali Raman & Narinasamy Ilhavenil & Sanmugam Annamalah & Yap Voon Choong, 2023. "Modeling Positive Electronic Word of Mouth and Purchase Intention Using Theory of Consumption Value," Sustainability, MDPI, vol. 15(4), pages 1-19, February.

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    More about this item

    Keywords

    Service Quality; price; customer satisfaction; loyalty;
    All these keywords.

    JEL classification:

    • R00 - Urban, Rural, Regional, Real Estate, and Transportation Economics - - General - - - General
    • Z0 - Other Special Topics - - General

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