ISSN: 2520-4750 (Online), 2521-3040 (Print)

Analysis influence of perceived complaint handling quality, customer effort, and quality of service solution to customer satisfaction and customer loyalty b2b in east java, Indonesia

 Author (s)

Ivana Happy Kalista, Amelia Amelia & Ronald Ronald

Abstract

Fuel products, fuel handling, fleet management, and depot management are all services provided by PT Pertamina Patra Niaga. Despite today’s rising rivalry, the company’s position has been enhanced by more efficient methods and logical organizational techniques. PT Pertamina Patra Niaga is committed to increasing its competitiveness in the domestic and international oil and gas industries. The approach for gathering the needed data is to distribute questionnaires using Google Form to Pertamina customer service agents who satisfy the requirements as research samples until the sample size of 32 is reached. After collecting all of the data from the Google form, the data is tabulated in Excel. Full sampling was employed as the sample technique. Based on the data analysis, four of the six submitted hypotheses are accepted, while two are rejected.

Keywords: Procedural Justice, Interactional Justice, Distributive Justice, Customer Effort, Quality of Service Solutions, Customer Satisfaction, Customer Loyalty.

 

Download PDF

Title:Analysis influence of perceived complaint handling quality, customer effort, and quality of service solution to customer satisfaction and customer loyalty b2b in east java, Indonesia
Author:Ivana Happy Kalista, Amelia Amelia & Ronald Ronald
Journal Name:International Journal of Science and Business
Website:ijsab.com
ISSN:ISSN 2520-4750 (Online), ISSN 2521-3040 (Print)
DOI:https://doi.org/10.5281/zenodo.6355180
Media:Online
Volume:10
Issue:1
Issue publication (Year):2022
Acceptance Date:10/03/2022
Date of Publication:15/03/2022
PDF URL:https://ijsab.com/wp-content/uploads/909.pdf
Free download:Available
Page:97-109
First Page:97
Last Page:109
Paper Type:Research Paper
Current Status:Published

 

Cite This Article:

Kalista, Ivana Happy; Amelia, A. & Ronald, R. (2022). Analysis Influence of Perceived Complaint Handling Quality, Customer Effort, And Quality of Service Solution to Customer Satisfaction and Customer Loyalty B2b In East Java, Indonesia. International Journal of Science and Business, 10(1), 97-109. doi: https://doi.org/ after_final_publication 10.5281/zenodo.6355180

Retrieved from https://ijsab.com/wp-content/uploads/909.pdf

About Author (s)

Ivana Happy Kalista (corresponding author), Student of Postgraduate Management Degree, Universitas Pelita Harapan Surabaya Campus, Surabaya, Indonesia

Amelia Amelia, Business School, Universitas Pelita Harapan Surabaya Campus, Surabaya, Indonesia

Ronald Ronald, Business School, Universitas Pelita Harapan Surabaya Campus, Surabaya, Indonesia

 

Download PDF

DOI: https://doi.org/10.5281/zenodo.6355180

This Post Has Been Viewed 467 Times

Copyright @ IJSAB-International