EFFECT OF CUSTOMER SATISFACTION ON CUSTOMER LOYALTY AND MARKETING ORGANIZATION PERFORMANCE IN B2B MARKET OVER HEAVY EQUIPMENT COMPANY

In Indonesia s heavy equipment industry, there are still many sales and rental companies that still do not realize the importance of customer satisfaction to increase the retention and progress of their companies. This study aims to analyze the effect of customer satisfaction on customer loyalty and the performance of marketing organizations in the B2B market in Indonesia s heavy equipment industry. The goal is that massive equipment sellers and rentals know that increasing customer satisfaction can increase the long-term security of the company s future earnings. This quantitative research was conducted by distributing questionnaires to 38 massive equipment companies in Jakarta and Banten from February to April 2020. They are then testing the results using the SmartPLS 3.0 application. The results showed that the customer satisfaction variable has a positive effect on customer loyalty and negative on the marketing organizations performance. Meanwhile, customer loyalty has a positive and significant effect on the performance of the marketing organization.

1.  UEU-Journal-20897-11_1749.pdf - 538 KB

1. Journal of Multidisciplinary Academic (JoMA)
   https://www.kemalapublisher.com/index.php/JoMA/article/view/479

• Z-FACTOR FORMULA : A COMPARATIVE ANALYSIS ON PT.ASIANA MULTIKREASI TBK.S FINANCIAL PERFORMANCE FROM 1993 UNTIL 1997
• COMPARATIVE ANALYSIS ON FINANCIAL PERFORMANCE PT.ANEKA TAMBANG (PERSERO) PRE AND POST GO PUBLIC PERIOD
• Examining the Effects of Asian Financial Crisis on the Banking Performance among Asian Countries
• THE INFLUENCE OF VALUE-ADDED INTELLECTUAL CAPITAL TO FINANCIAL PERFORMANCE WITH OWNERSHIP STRUCTURE AS MODERATING VARIABLE
• THE ROLE OF LEADER IN EMPLOYEE PERFORMANCE ACHIEVEMENT (STUDIES IN REGIONAL EMPLOYMENT AGENCY SURABAYA)
• PERAN KOMITMEN MANAJEMEN DALAM MENINGKATKAN SAFETY PERFORMANCE INDUSTRI PENERBANGAN DI INDONESIA MELALUI IMPLEMENTASI SAFETY MANAGEMENT SYSTEM
• PENGARUH TRANSFORMATIONAL LEADERSHIP TERHADAP EMPLOYEES PERFORMANCE DENGAN KNOWLEDGE SHARING DAN AFFECTIVE COMMITMENT SEBAGAI VARIABEL MEDIASI
• PENGGUNAAN METODE SERVQUAL DAN IMPORTANCE PERFORMANCE ANALYSIS UNTUK EVALUASI KUALITAS LAYANAN EDUKASI DI BIMBEL XYZ
• PENGARUH KNOWLEDGE-BASED HRM PRACTICE DAN INTELLECTUAL CAPITAL TERHADAP INNOVATION PERFORMANCE KARYAWAN RUMAH SAKIT SWASTA
• THE INFLUENCE OF PERFORMANCE ASPECTS OF HOSPITAL INFORMATION SYSTEMS (HIS) AGAINST OUT PATIENT REGISTRATION AT X HOSPITAL TANGERANG USING PIECES ANALYSIS