Understanding the Effect of Quality of Service to Customer Satisfaction and Customer Loyalty in Tax in the Field Of Conveyor Procurement
Journal Title: IOSR journal of Business and Management - Year 2018, Vol 20, Issue 7
Abstract
Competition In The Manufacturing Support Industry Today Is Very Tight, Many Similar Competitors Offer Similar Services And Products. Competition Is Not Only In Product Sales But Also In Terms Of Service Quality. Currently Pt X Is Facing A Significant Problem That Is The Decline In Sales Turnover From Year To Year. Declining Sales Turnover Indicates That There Are Things That Need To Be Improved And Improved In Internal Pt X Itself Where This Problem From Year To Year Cannot Be Overcome. The Research Focused On The Aspect Of Service Quality, Customer Satisfaction, And Customer Loyalty Where Based On Experience During This Aspect Which Often Got Many Complaints From Customers. The Research Was Conducted By Distributing Questionnaires Via Post To 63 Companies That Are Still Active To Become Pt X Customers Until Now. Data Analysis Using Partial Least Square Method With The Help Of Smartpls 2.0 Program. The Results Showed That The Quality Of Service Significantly Influence Customer Satisfaction, And Customer Satisfaction Has A Significant Effect On Customer Loyalty. Quality Of Service Has No Direct Effect On Customer Loyalty, Such Influence Through Customer Satisfaction.
Authors and Affiliations
Achmad Burhanuddin, Arman Nasution
Keywords
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- EP ID EP412217
- DOI 10.9790/487X-2007064452.
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