Factors influencing PT. Translindo welgrow persada customers' repurchasing decisions

Honesta, Danilia (2009) Factors influencing PT. Translindo welgrow persada customers' repurchasing decisions. Bachelor thesis, Petra Christian University.

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In this era of globalization, export-import trading has been growing rapidly, followed by the rapid growth of freight forwarding service providers as one of the most important parties in doing international trade activities. As the conditions for doing business are under constant change, freight forwarders should be able to adapt to the changing environment, to keep the customers loyal and get more new customers. This research is aimed to find the significant service attributes that influence the customers' repeat buying decisions toward the services of PT. Translindo Welgrow Persada. It is based on the customers' evaluation toward the service quality. Based on statistical results using logistic regression analysis, it is proven that Professionalism and Skills and Service Recovery quality of PT. Translindo Welgrow Persada have influenced the customers in repurchasing the services, However, based on the result of multi-attribute analysis, customers choose providers based on the quality of Professionalism and Skills and Reputation and Credibility of the company. The different results might come out due to the type of the respondent themselves. On the other hand, this research also seeks the different customer evaluation based on different segment, which are length of usage, company size, transacted volume and transaction frequency.

Item Type: Thesis (Bachelor)
Uncontrolled Keywords: freight forwarding, service quality and repurchasing decision
Depositing User: Admin
Date Deposited: 23 Mar 2011 18:48
Last Modified: 25 Apr 2011 10:19
URI: http://repository.petra.ac.id/id/eprint/2665

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