The Effect of Customer Orientation of Service Employee in Building Customer Retention in X Company Bali
Journal Title: IOSR journal of Business and Management - Year 2018, Vol 20, Issue 7
Abstract
Company X as one of the tourism support services is considered to have an important role. This can be seen based on data released by the BadanPusatStatistik where in 2015 the number of passenger aircraft at the Airport I Gusti Ngurah Rai reached 4,276,790, and increased in 2016 reached 4,977,673. X Company which is one of the premium class airlines in Indonesia becomes the object to be studied. This research is shown to explain the influence of Customer Orientation of Service Employee (COSE) to Customer Retention.The sample used in this study as many as 165 respondents, taken by using purposive sampling technique with the criteria of respondent’s minimum flight using X Company to Bali 2 times in one year. To answer the problem of research and testing of research hypothesis then used the technique of Structural Equation Modeling (SEM) analysis by using AMOS 21. The results of this study indicate that 1) COSE has a significant positive effect on Customer Satisfaction, 2) COSE has significant positive effect on Commitment, 3) Customer Satisfaction has positive but not significant effect on Commitment, 4) COSE has positive but not significant effect on Customer Retention, 5) Customer Satisfaction has positive effect significant to Customer Retention, 6) Commitment has positive but not significant effect on Customer Retention.
Authors and Affiliations
I Gusti Ngurah Rai Surya Wibawa, I Putu Gde Sukaatmadja
Keywords
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- EP ID EP412094
- DOI 10.9790/487X-2007022127.
- Views 35
- Downloads 0
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