PENGARUH LOGISTICS SERVICE QUALITY TERHADAP CUSTOMER RETENTION DENGAN CUSTOMER SATISFACTION SEBAGAI VARIABEL INTERVENING PADA INDUSTRI EKSPEDISI LAUT DI SURABAYA

The purpose of this research aims to analyze the effects of Logistics Service Quality towards Customer Retention in Industri ekspedisi laut with Customer Satisfaction as intervening variable. This research was conducted by distributing questionnaires to 100 respondents which are customer of Industri ekspedisi laut who purchased on February 2017- August 2017. This research using logistics service quality, customer satisfaction and customer retention variable (the results showed: logistics service quality affect significantly related to customer retention; through customer satisfaction