Service Quality, Customer Satisfaction, and Company Image towards Customer Loyalty At Pt. Gajah Gotra Bali

Anak Agung  Istri Setiari JMH; Anak Agung  Putu Agung; I Wayan  Sujana; Nengah  Landra

doi:10.15520/ijcrr.v11i09.843

Anak Agung Istri Setiari JMH

Student of Management Master of Mahasaraswati University Denpasar

Anak Agung Putu Agung

Lecturer of Management Master of Universitas Mahasaraswati Denpasar

I Wayan Sujana

Lecturer of Management Master of Universitas Mahasaraswati Denpasar

Nengah Landra

Lecturer of Management Master of Universitas Mahasaraswati Denpasar

Keywords

Abstract

The high level of competition causes several companies experiencing business bankruptcy. In the last 6 years, based on data from several Bali Branch Logistics Associations, it shows a decrease in the number of association members. This study aims to analyze and determine the effect of service quality, customer satisfaction, company image on customer loyalty at PT. Gajah Gotra Bali. The research was conducted on 100 employees through interviews and questionnaires. Data were analyzed using the Smart PLS-SEM version 23.0 program. The results showed that service quality has a significant positive effect on customer satisfaction, company image and customer loyalty. Customer satisfaction has a significant positive effect on customer loyalty. Company image has no effect on customer loyalty. Customer satisfaction is able to mediate the service quality relationship to customer loyalty. Company image is not able to mediate the relationship between service quality and customer loyalty.

Downloads

Download data is not yet available.

Article Metrics Graph

Chart Graph | Range Graph

Abstract 1896 | PDF Downloads 329 XML Downloads 28 HTML Downloads 23 ePub Downloads 32

Downloads

PDF XML HTML ePub

Published

Sep 14, 2020

DOI:10.15520/ijcrr.v11i09.843

How to Cite

Istri Setiari JMH, A. A., Putu Agung, A. A. ., Sujana, I. W. ., & Landra, N. . (2020). Service Quality, Customer Satisfaction, and Company Image towards Customer Loyalty At Pt. Gajah Gotra Bali. International Journal of Contemporary Research and Review, 11(09), 21884?21898. https://doi.org/10.15520/ijcrr.v11i09.843

Issue

Vol. 11 No. 09 (2020)

Section

Management and Economics

Most read articles by the same author(s)

Ni Made Suarmiati, I Wayan Sujana, I Ketut Setia Sapta, Effect of Leadership and Competency to Employee Performance Employee Loyalty Dimedization (Study on Sector Lighting and Sound System Denpasar) , International Journal of Contemporary Research and Review: Vol. 9 No. 03 (2018)
Ida Bagus Putra Manuaba, I Wayan Sujana, I Wayan Widnyana, Influence of Leadership and Organizational Climate on Employee Performance with Job Satisfaction as Intervening Variable at Denpasar National Polytechnic , International Journal of Contemporary Research and Review: Vol. 11 No. 01 (2020)
Niken Ayu Adidti, Anak Agung Putu Agung, I Wayan Sujana, Effect on Quality of Service and Quality of Products towards Customer Loyalty with Mediation of Customer Satisfaction (Study at PT. Bank Pembangunan Daerah Bali, Singaraja Branch Office) , International Journal of Contemporary Research and Review: Vol. 12 No. 06 (2021)
Wayan Gede Wijaya, I Ketut Setia Sapta, Anak Agung Putu Agung, I Nengah Sudja, Leadership Effect and Work Motivation to Employee's Performance with Work Satisfaction as a Mediation Variable (Study in the Denpasar City Regional Agency) , International Journal of Contemporary Research and Review: Vol. 10 No. 02 (2019)
Gusti Putu Astrini, Nengah Landra , I Nengah Sudja, The Influence of Employee Leadership and Competency through Organizational Commitments on Employee Performance, Youth and Sport Education, Buleleng District , International Journal of Contemporary Research and Review: Vol. 12 No. 05 (2021)
I Gst Ayu Aristya Pradnyantari, Nengah Landra, I Wayan Widnyana, Role of Job Satisfaction in Mediating the Effect of Motivation and Employee Placement on Employee Performance at Rumah Sakit Umum Daerah (RSUD) Bali Mandara, Bali Province , International Journal of Contemporary Research and Review: Vol. 12 No. 08 (2021)
Ni Ketut Trisna Utami, I Wayan Sujana, I Nengah Suardhika, Customer Loyalty Creation Based On Customer and Trust Satisfaction from Quality of Service in Pt. Pharos Indonesia Branch Denpasar , International Journal of Contemporary Research and Review: Vol. 9 No. 02 (2018)
Anak Agung Putu Agung, Made Tamba, Ida Bagus Brata, Building Adat Village-Based Tourism Destination Government System (Case of Pandawa Beach Tourism Destination, Kutuh Village, Kuta Selatan Sub-District) , International Journal of Contemporary Research and Review: Vol. 9 No. 10 (2018)
I Nyoman Gede Sudiarta, I Wayan sujana, Anik Yuesti, Analysis of Service Quality and Promotion on Decision and Satisfaction of Foreign Visitors on Pandawa Beach Ecotourism in Badung Regency , International Journal of Contemporary Research and Review: Vol. 9 No. 06 (2018)
Ni Nyoman Kasih, Anak Agung Putu Agung, I Nengah Sudja, Influence Organization Cultural, Work Condition to Job Satisfaction and Employee Performance Denpasar's Republic of Indonesia Radio , International Journal of Contemporary Research and Review: Vol. 9 No. 03 (2018)

<< < 1 2 3 > >>

	All	Since 2019
Citations	320	296
h-index	9	9
i10-index	8	6

##plugins.themes.bootstrap3.article.main##

Keywords

Abstract

Downloads

Article Metrics Graph

##plugins.themes.bootstrap3.article.sidebar##

##plugins.themes.bootstrap3.article.details##

Most read articles by the same author(s)

Cited by