THE DRIVING FACTORS OF CUSTOMER LOYALTY: STUDY ON B2B CUSTOMERS

Kuniasih; Eva; Setiyaningrum; Ari

Fokus Ekonomi : Jurnal Ilmiah Ekonomi

Sekolah Tinggi Ilmu Ekonomi Pelita Nusantara

📄 Abstract

This study aims to examine the factors that determine customer loyalty to business customers. In particular, this study examines the effect of service quality and product quality on customer loyalty directly and indirectly through customer satisfaction mediation. Primary data collection was carried out by surveying through the distribution of questionnaires to 50 companies at oil and gas industry in Indonesia. Sampling was done by purposive sampling technique. The results of hypothesis testing with SEM-PLS indicated that service quality and product quality have a direct effect on customer loyalty. The results of the indirect effect test prove that customer satisfaction partially mediates the effect of service quality and product quality on customer loyalty.

🔖 Keywords

#customer loyalty; customer satisfaction; product quality; service quality

ℹ️ Informasi Publikasi

Tanggal Publikasi

01 June 2023

Volume / Nomor / Tahun

Volume 18, Nomor 1, Tahun 2023

📝 HOW TO CITE

Kuniasih, Eva; Setiyaningrum, Ari, "THE DRIVING FACTORS OF CUSTOMER LOYALTY: STUDY ON B2B CUSTOMERS," Fokus Ekonomi : Jurnal Ilmiah Ekonomi, vol. 18, no. 1, Jun. 2023.

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