The Influence of Customer Satisfaction, Trust, Switching
Barrier and Relationship Bond to Customer Loyalty of Professional Services Company:
An Empirical Study on Independent Surveyor Services Industry in Indonesia
Hannan Sufrin, Suharjo Budi Kirbrandoko and Nurmalina Rita
The independent surveyor service company in Indonesia
is growing because the global market for goods and services in Indonesia is very
attractive. Therefore, creating long-term relationships with customers through customer
satisfaction and other factors that affect customer loyalty became very important
to win the competition. This research aims to develop a model of the relationship
between customer satisfaction, trust, switching barriers and relationship bonds
to customer loyalty in professional services of independent surveyor to inspect
coal export using relationship marketing approach. Testing of the hypothesis was
made on four variables on customer loyalty. Data were collected from 51 exporters
and coal trading company in Indonesia and analysis using Structural Equation Models
(SEM). Results from this study show that customer loyalty of independent surveyor
company was influenced by customer satisfaction, trust, switching barriers and relationship
bonds. All the variables have a significant influence.
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Overall Customer Satisfaction: A Study with Special
Reference to Item Specific Influences towards Mini-Segment Car Users
Hamza V.K.
This study has focused on the influences towards customers’
satisfaction evaluation. The researcher shortlisted 18 items through an in-depth
interview that directly impacts customers’ satisfaction evaluation with mini segment
car industry. These 18 items were considered for expert review and an instrument
was designed. The instrument was distributed to 150 car owners and 128 responses
were considered for further analysis. The reliability and validity of the instrument
were ensured before data analysis. The result of the study supported the stated
hypotheses and it was concluded that performance of the car, technicalities of the
car and general items of the car have direct impact on customers’ satisfaction evaluation
with their car. The study also proved that satisfaction with the car becomes an
important antecedent of overall satisfaction evaluation.
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