The Effect of Service Quality, Corporate Image, Customer Trust, Customer Satisfaction, And Customer Experience on Customer Loyalty at PT Pelindo (Persero) (Case Study at Tanjung Intan, Gresik, And Tanjung Perak Port)
This study aims to analyze the effect of service quality, company image, customer trust, customer satisfaction, and customer experience on customer loyalty at PT Pelindo (Persero). The data collection technique uses a purposive sampling method, where the requirement to be sampled is service users w...
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| Format: | Article |
| Language: | English |
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Universitas KH Abdul Chalim, Prodi Ekonomi Syariah
2025-03-01
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| Series: | Indonesian Interdisciplinary Journal of Sharia Economics |
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| Online Access: | https://www.e-journal.uac.ac.id/index.php/iijse/article/view/6356 |
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| author | Puput Tri Hantoro Herni Justiana Astuti Erny Rachmawati Wida Purwidianti |
| author_facet | Puput Tri Hantoro Herni Justiana Astuti Erny Rachmawati Wida Purwidianti |
| author_sort | Puput Tri Hantoro |
| collection | DOAJ |
| description |
This study aims to analyze the effect of service quality, company image, customer trust, customer satisfaction, and customer experience on customer loyalty at PT Pelindo (Persero). The data collection technique uses a purposive sampling method, where the requirement to be sampled is service users who have used PT Pelindo (Persero) services for 1 year. Based on this technique, a sample of 112 respondents was obtained—data analysis using SEM PLS. The results showed that service quality, company image, customer trust, customer satisfaction, and customer experience positively and significantly affect customer loyalty at PT Pelindo (Persero). This study recommends PT Pelindo (Persero) maintain and continue to improve service quality to maintain service user loyalty to compete with TUKS Ports in Indonesia.
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| format | Article |
| id | doaj-art-37be3f6996ef4788be439d2296b2076d |
| institution | Kabale University |
| issn | 2621-606X |
| language | English |
| publishDate | 2025-03-01 |
| publisher | Universitas KH Abdul Chalim, Prodi Ekonomi Syariah |
| record_format | Article |
| series | Indonesian Interdisciplinary Journal of Sharia Economics |
| spelling | doaj-art-37be3f6996ef4788be439d2296b2076d2025-08-20T03:42:06ZengUniversitas KH Abdul Chalim, Prodi Ekonomi SyariahIndonesian Interdisciplinary Journal of Sharia Economics2621-606X2025-03-018210.31538/iijse.v8i2.6356The Effect of Service Quality, Corporate Image, Customer Trust, Customer Satisfaction, And Customer Experience on Customer Loyalty at PT Pelindo (Persero) (Case Study at Tanjung Intan, Gresik, And Tanjung Perak Port)Puput Tri Hantoro0Herni Justiana Astuti1Erny Rachmawati2Wida Purwidianti3Universitas Muhammadiyah Purwokerto, Banyumas, IndonesiaUniversitas Muhammadiyah PurwokertoUniversitas Muhammadiyah Purwokerto, Banyumas, IndonesiaUniversitas Muhammadiyah Purwokerto, Banyumas, Indonesia This study aims to analyze the effect of service quality, company image, customer trust, customer satisfaction, and customer experience on customer loyalty at PT Pelindo (Persero). The data collection technique uses a purposive sampling method, where the requirement to be sampled is service users who have used PT Pelindo (Persero) services for 1 year. Based on this technique, a sample of 112 respondents was obtained—data analysis using SEM PLS. The results showed that service quality, company image, customer trust, customer satisfaction, and customer experience positively and significantly affect customer loyalty at PT Pelindo (Persero). This study recommends PT Pelindo (Persero) maintain and continue to improve service quality to maintain service user loyalty to compete with TUKS Ports in Indonesia. https://www.e-journal.uac.ac.id/index.php/iijse/article/view/6356Service Quality, Company Image, Customer Trust, Customer Satisfaction, Customer Experience, Customer Loyalty |
| spellingShingle | Puput Tri Hantoro Herni Justiana Astuti Erny Rachmawati Wida Purwidianti The Effect of Service Quality, Corporate Image, Customer Trust, Customer Satisfaction, And Customer Experience on Customer Loyalty at PT Pelindo (Persero) (Case Study at Tanjung Intan, Gresik, And Tanjung Perak Port) Indonesian Interdisciplinary Journal of Sharia Economics Service Quality, Company Image, Customer Trust, Customer Satisfaction, Customer Experience, Customer Loyalty |
| title | The Effect of Service Quality, Corporate Image, Customer Trust, Customer Satisfaction, And Customer Experience on Customer Loyalty at PT Pelindo (Persero) (Case Study at Tanjung Intan, Gresik, And Tanjung Perak Port) |
| title_full | The Effect of Service Quality, Corporate Image, Customer Trust, Customer Satisfaction, And Customer Experience on Customer Loyalty at PT Pelindo (Persero) (Case Study at Tanjung Intan, Gresik, And Tanjung Perak Port) |
| title_fullStr | The Effect of Service Quality, Corporate Image, Customer Trust, Customer Satisfaction, And Customer Experience on Customer Loyalty at PT Pelindo (Persero) (Case Study at Tanjung Intan, Gresik, And Tanjung Perak Port) |
| title_full_unstemmed | The Effect of Service Quality, Corporate Image, Customer Trust, Customer Satisfaction, And Customer Experience on Customer Loyalty at PT Pelindo (Persero) (Case Study at Tanjung Intan, Gresik, And Tanjung Perak Port) |
| title_short | The Effect of Service Quality, Corporate Image, Customer Trust, Customer Satisfaction, And Customer Experience on Customer Loyalty at PT Pelindo (Persero) (Case Study at Tanjung Intan, Gresik, And Tanjung Perak Port) |
| title_sort | effect of service quality corporate image customer trust customer satisfaction and customer experience on customer loyalty at pt pelindo persero case study at tanjung intan gresik and tanjung perak port |
| topic | Service Quality, Company Image, Customer Trust, Customer Satisfaction, Customer Experience, Customer Loyalty |
| url | https://www.e-journal.uac.ac.id/index.php/iijse/article/view/6356 |
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