Advances In Management

Indexed in SCOPUS, Chemical Abstracts Services, UGC, NAAS and Indian Citation Index etc.



Advances In Management






Vol. 9(8) August 2016

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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