FREIGHT FORWARDING COMPANY: THE EFFECT OF SERVICE FAILURE, RECOVERY, SATISFACTION,
AND CUSTOMER LOYALTY

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UEU » Journal » Magister Manajemen
Posted by [email protected] at 13/10/2021 16:17:32 • 257 Views

FREIGHT FORWARDING COMPANY: THE EFFECT OF SERVICE FAILURE, RECOVERY, SATISFACTION, AND CUSTOMER LOYALTY

Created by :
Adi Yudi ( 20180103212 )
Endang Ruswanti

Subject:	KEPUASAN KESETIAAN KONSUMEN
Alt. Subject :	SERVICE RECOVERY CUSTOMER SATISFACTION
Keyword:	BISNIS STRATEGI

Alt. Description

This study will examine the relationship between the impact of service failure and service recovery on customer satisfaction and loyalty. The research objective was to determine the effect of service failure can be up to customer loyalty. The object of this research is customers who use expedition services located in Jakarta. This research method uses quantitative methods using a questionnaire measuring instrument. The sampling technique used is simple random sampling. To analyze the data using SEM (Structural Equation Modeling) analysis tools with Lisrel. The results of this study conclude that, first, service failure affects service recovery. Secondly, service recovery affects customer loyalty. Third, service recovery affects customer satisfaction, and the last fourth of customer satisfaction also affects customer loyalty.

Date Create	:	13/10/2021
Type	:	Text
Format	:	pdf
Language	:	Indonesian
Identifier	:	UEU-Journal-11_1947
Collection ID	:	11_1947

Source :
Jurnal Manajemen Teori dan Terapan Volume 14. No. 2, Agustus 2021

Relation Collection:
Fakultas Ekonomi dan Bisnis

Coverage :
Civitas Akademika Universitas Esa Unggul

Rights :
@2021 Perpustakaan Universitas Esa Unggul

Publication URL :
https://digilib.esaunggul.ac.id/freight-forwarding-company-the-effect-of-service-failure-recovery-satisfactionand-customer-loyalty-22111.html

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