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Logistic Service Quality and Customer Satisfaction to Customer Retention on Rice Producer Industry

Kempa, Sesilya and NUGROHO, SAMUEL (2019) Logistic Service Quality and Customer Satisfaction to Customer Retention on Rice Producer Industry. In: International Conference Social and Humanity, 05-10-2019 - 05-10-2019, Surabaya - Indonesia.

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      Abstract

      Good quality logistic services from the company can make customers feel satisfied and make purchases back to the company. in the form of rice shops will This study aims to look at the effect of logistic service quality on customer retention through customer satisfaction. This study investigates the service quality of logistic providers that are hired by the rice producers in distributing rice to rice retailers. The samples in this study are 36 rice retailers who have used logistic services at least two times. Data obtained from the questionnaire are processed using partial least square (PLS). The results of this study provide evidences that logistic service quality affects customer retention and customer satisfaction. Further results show that dissatisfied customers will significantly reduce customer retention with a statistical value of 2.754. Intervening results in this study indicate that there is an influence between logistic service quality on customer retention through customer satisfaction

      Item Type: Conference or Workshop Item (Paper)
      Uncontrolled Keywords: Logistic Service Quality, Customer Satisfaction, Customer Retention
      Subjects: H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management
      Divisions: Faculty of Economic > Business Management Program
      Depositing User: Admin
      Date Deposited: 21 Oct 2019 20:38
      Last Modified: 01 May 2020 22:33
      URI: https://repository.petra.ac.id/id/eprint/18713

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