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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

Listed:
  • Ivana Happy Kalista

    (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)

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.

Suggested Citation

  • Ivana Happy Kalista & Amelia Amelia & Ronald Ronald, 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, IJSAB International, vol. 10(1), pages 97-109.
    • Handle: RePEc:aif:journl:v:10:y:2022:i:1:p:97-109
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    References listed on IDEAS

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    1. Laukkanen, Tommi, 2016. "Consumer adoption versus rejection decisions in seemingly similar service innovations: The case of the Internet and mobile banking," Journal of Business Research, Elsevier, vol. 69(7), pages 2432-2439.
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