INFLUENCE MEDIATION QUALITY LOGISTICS SERVICES, SERVICE COSTS, CUSTOMER SATISFACTION, AND DEPENDENCIES TO LOYALTY CUSTOMERS IN THE CONTAINER SHIPPING INDUSTRY
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Abstract
This research aim for analyze influence mediation of logistics service quality, service cost, satisfaction, and dependence on level of customer loyalty in the industry cruise chest pack. In this case, the Expectancy Disconfirmation Theory is used to explain How individual evaluate experience consumption those, which are influenced by aspects expectations, performance, and disconfirmation. Research This use approach quantitative through distribution instrument study against 225 users service logistics chest premium and regular packaging in Surabaya. The method used in this study This is SEM AMOS which is continued with multigroup analysis (MGA). The results of the full model study show that empathy, assurance, tangibility, responsiveness, logistics service quality, satisfaction, and dependence have significant influence towards customer loyalty. Furthermore, the MGA that was carried out for type premium service shows that logistics service quality, service cost, and dependence are factor deep key increase loyalty customers on the type premium services. Meanwhile, in the analysis type service regular, shows that empathy, responsiveness, logistics service quality, service cost, and dependence are aspect main influencing factors level loyalty customer to service delivery chest pack regular. Therefore that is important for providers service logistics chest pack For always increase quality services, evaluate policy appropriate rates, and develop effective strategies to maintain loyalty customer
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