Creating Customer Satisfaction to Customer Loyalty: The Role of Service Quality in Every 'Moment of Truth'

Febrisi Dwita, Leony Agustine
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引用次数: 1

Abstract

This study aims to examine a model that evaluates the relationship between the moment of truth, service quality, and customer satisfaction on loyalty. This research was conducted at courier logistics in Bekasi City, West Java Province, Indonesia. This research was conducted from June 2022 to February 2023. The population in this study are customers who have used courier logistic services for an unknown number. This study used a simple random sampling technique and for the sample, 138 respondents participated, but only 98 completed questionnaires were deemed useable. The data analysis uses the SEM-PLS technique. The results of this study are that there is a positive relationship between the moment of truth and customer satisfaction, where when the customer is using the delivery service for the first time and has a good impression of the company's services, it can affect perceptions about the ability and use of these services from time to time. The experience of using the service can change the priorities that underlie each customer's main reason. There is a positive influence between Service Quality on customer satisfaction, where when the delivery service company provides maximum service quality, customers will feel and will reuse their services which can even make these customers more loyal to the company. There is a positive influence between customer satisfaction on loyalty, the moment of truth has a positive influence on customer loyalty, and service quality has a positive influence on customer loyalty.
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从顾客满意到顾客忠诚:服务质量在每一个“关键时刻”中的作用
本研究旨在检验一个评估关键时刻、服务品质、顾客满意度对忠诚度之关系的模型。这项研究是在印尼西爪哇省勿加西市的快递物流中进行的。这项研究于2022年6月至2023年2月进行。本研究的人群是使用快递物流服务的客户,数量不详。本研究采用简单的随机抽样技术,样本有138名受访者参与,但只有98份完整的问卷被认为是可用的。数据分析使用SEM-PLS技术。本研究的结果是,关键时刻与客户满意度之间存在正相关关系,当客户第一次使用送货服务并对公司的服务有良好印象时,它会不时影响对这些服务的能力和使用的看法。使用服务的体验可以改变客户的优先级,这是每个客户的主要原因。服务质量对顾客满意度有正向影响,当快递服务公司提供最大的服务质量时,顾客会感受到并会重复使用他们的服务,甚至会使这些顾客对公司更加忠诚。顾客满意对顾客忠诚有正向影响,“真心话时刻”对顾客忠诚有正向影响,服务质量对顾客忠诚有正向影响。
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来源期刊
CiteScore
7.20
自引率
7.90%
发文量
15
期刊介绍: Entrepreneurial Business and Economics Review (EBER), as multi-disciplinary and multi-contextual journal, is dedicated to serve as a broad and unified platform for revealing and spreading economics and management research focused on entrepreneurship, individual entrepreneurs as well as particular entrepreneurial aspects of business. It attempts to link theory and practice in different sections of economics and management by publishing various types of articles, including research papers, conceptual papers and literature reviews. Our geographical scope of interests include Central and Eastern Europe and emerging markets, however we also welcome articles beyond this scope. The Journal accept the articles from the following fields: -Entrepreneurship and Business Studies (in particular entrepreneurship and innovation, strategic entrepreneurship, corporate entrepreneurship, entrepreneurship methodology, new trends in HRM and HRD as well as organizational behaviour, entrepreneurial management, entrepreneurial business, management methodology, modern trends in business studies and organization theory, policies promoting entrepreneurship, innovation, R&D and SMEs, education for entrepreneurship), -International Business and Global Entrepreneurship (especially international entrepreneurship, European business, and new trends in international business, IB methodology), -International Economics and Applied Economics (in particular the role of entrepreneurship and the entrepreneur in economics, international economics including the economics of the European Union and emerging markets, as well as Europeanization, new trends in economics, economics methodology).
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