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