Loyalitas dan Kepuasan Pelanggan Kapal pada Perusahaan Peti Kemas di Indonesia

Penulis

  • Ulfa Soraya Batubara Institut Transportasi dan Logistik Trisakti
  • Prasadja Ricardianto Institut Transportasi dan Logistik Trisakti
  • Yosi Pahala Institut Transportasi dan Logistik Trisakti
  • Johny Malisan Institut Transportasi dan Logistik Trisakti
  • Imam Sonny Institut Transportasi dan Logistik Trisakti

DOI:

https://doi.org/10.54324/j.mtl.v9i2.988

Kata Kunci:

electronic customer relationship management, service quality, customer satisfaction, customer loyality, shipping lines

Abstrak

Some problems were found such as the changing of export shipment booking system from manual process to online process that created an impact on customers’ perceived adjustments. In this study, there was problem with the Electronic Customer Relationship Management website based system in the implementation process. The purpose of the study is to find out the contribution of Electronic Customer Relationship Management and service quality to customers’ loyalty mediated by customers’ satisfaction, directly and indirectly, in container companies in Indonesia . The data analysis method used Path Analysis and Sobel Test. The sample were 103 respondents taken from PT. White Star Cruise shipping company’s customers. The data collection technique was using online questionnaires (google form). The results of the study show that the customers’ loyalty variable with the lowest average score of 3.75 can be improved by convincing customers that the service provided by PT. Bintang Putih Shipping Company is much better and can be guaranteed even though the rate offered is more expensive. Moreover, the customers’ satisfaction variable with the lowest average score of 3.85 can be increased by adjusting the rate received by the customers with the service obtained such as the on time arrival of goods at the destination port.

Referensi

Ab Hamid, N. R., Cheng, A. Y., & Akhir, R. M. (2011). Dimensions of E-CRM: an empirical study on hotels’ web sites. Journal of Southeast Asian Research, 2(11), 1–15.

Adnan, A. Z., Rahayu, A., Hendrayati, H., & Yusuf, R. (2021). The role of electronic customer relationship management (E-CRM) in improving service quality. Journal of Physics: Conference Series, (Vol. 1764, No. 1, 012051).

Al-Hawary, S. I. S., & Alhajri, T. M. S. (2020). Effect of electronic customer relationship management on customers’ electronic satisfaction of communication companies in Kuwait. Calitatea, 21(175), 97-102.

Azila, N. (2011). Electronic Customer Relationship Management Performance: Its Impact on Loyalty from Customers’ Perspectives. International Journal of E-Education, e-Business, e-Management and e-Learning. https://doi.org/10.7763/ijeeee.2011.v1.29

Balci, G., Caliskan, A., & Yuen, K. F. (2019). Relational bonding strategies, customer satisfaction, and loyalty in the container shipping market. International Journal of Physical Distribution and Logistics Management, 49(8), 816–838. https://doi.org/10.1108/IJPDLM-02-2019-0051

Dehghanpouri, H., Soltani, Z., & Rostamzadeh, R. (2020). The impact of trust, privacy and quality of service on the success of E-CRM: the mediating role of customer satisfaction. Journal of Business & Industrial Marketing., 1–20.

Fai, Y. K., & Van, T. V. (2015). Service quality and customer satisfaction in liner shipping. International Journal of Quality and Service Sciences, 7(2/3), 170–183.

Griffin, R. W. (2016). Manajemen. Jakarta: Erlangga.

Hurriyati, R. (2010). Bauran Pemasaran dan Loyalitas Konsumen. Bandung; Alfabeta.

Indriyati, I. (2020). Service Quality Terhadap Loyalitas Pelanggan Online Melalui Kepuasan Pelanggan Pengguna Layanan Aplikasi Grab The Service Quality of Online Customer Loyalty on Grab Service Users ’ Customer Satisfaction. Jurnal Manajemen Transportasi Dan Logistik, 6(3), 265–274.

Iriandini, A. (2015). Kontribusi Customer Relationship Management (CRM) Terhadap Kepuasan Pelanggan dan Loyalitas Pelanggan. Jurnal Administrasi Bisnis S1 Universitas Brawijaya, 23(2), 85998.

Kamal, A. (2021). Effect of E-CRM on Port Performance Through Customer Satisfaction and Customer Loyalty: The Case Study of MENA Region Ports. EPH-International Journal of Business & Management Science, 7(12), 14-143.

Kotler, P., & Keller, K. L. (2016). Marketing Management (15 th Eds.). Upper Saddle River, N.J: Prentice Hall International.

Marshellina, M., & Prabowo, H. (2013). Pengaruh e-CRM dan Service Quality terhadap Customer Satisfaction dan Dampaknya terhadap Customer Loyalty pada PT XL. Binus Business Review, 4(2), 619–630.

Mokha, A. K., & Kumar, P. (2022). Examining the interconnections between E-CRM, customer experience, customer satisfaction and customer loyalty: A mediation approach. Journal of Electronic Commerce in Organizations (JECO), 20(1), 1-21.

Nandya, T., & Permana, D. (2021). Analysis of The Effect of Electronic Customer Relationship Management (E-CRM) and Brand Trust on Customer Satisfaction and Loyalty in Pixy Cosmetic Products. Dinasti International Journal of Management Science, 2(3), 467-483.

Sakti, R. F. J., Widiyanto, P., & Susanto, P. C. (2021). Service quality and customer satisfaction increasing loyalty of passengers Ro-Ro Ferry Bakauheni. Journal of Economics, Management, Entrepreneurship, and Business (JEMEB), 1(1), 79-92.

Tjiptono, F., & Chandra, G. (2016). Service, Quality & Satisfaction. Yogyakarta: ANDI.

Yorulmaz, M., & Taş, A. (2022). Mediating effect of customer satisfaction on the relationship between core service quality and behavioral intentions in liner shipping. Pomorstvo, 36(1), 3-13.

Yuen, K. F., & Van Thai, V. (2015). Service quality and customer satisfaction in liner shipping. International Journal of Quality and Service Sciences., 7(2/3), 170-183.

Unduhan

File Tambahan

Diterbitkan

2023-03-23

Terbitan

Vol 9 No 2 (2022): JULI

Bagian

Articles

Lisensi

Authors who publish with this journal agree to the following terms:

  1. Authors retain copyright and grant the journal right of first publication with the work simultaneously licensed under a Creative Commons Attribution License that allows others to share the work with an acknowledgement of the work's authorship and initial publication in this journal.
  2. Authors are able to enter into separate, additional contractual arrangements for the non-exclusive distribution of the journal's published version of the work (e.g., post it to an institutional repository or publish it in a book), with an acknowledgement of its initial publication in this journal.
  3. Authors are permitted and encouraged to post their work online (e.g., in institutional repositories or on their website) prior to and during the submission process, as it can lead to productive exchanges, as well as earlier and greater citation of published work (See The Effect of Open Access).