IDEAS home Printed from https://ideas.repec.org/a/tec/journl/v21y2021i1p645-660.html
   My bibliography  Save this article

Quality of services and prices in promoting customer satisfaction and customer loyalty services of container transportation facilities. Case Study at PT. Yang Ming Shipping Indonesia

Author

Listed:
  • Dhanang Suryo Kusumo

    (Mercubuana University Master of Management Postgraduate Program)

  • Didik J. Rachbini

    (Mercubuana University Master of Management Postgraduate Program)

  • Endi Rekarti

    (Mercubuana University Master of Management Postgraduate Program)

Abstract

The study is aimed to determine the effect of the quality of service , price to encourage the satisfaction of customers and loyalty of customers the services of a means of conveyance crate packing . Customers from PT. Yang Ming Shipping Indonesia was taken as the respondent , both primary and secondary data were used in the study . Secondary data is taken from various sources such as journals , books and other data . Primary data was collected using a questionnaire which was distributed to the target respondents . Using the technique of accidental sampling, a total of respondents who collected a number of 140 respondents . Path analysis is applied in this study . The results show that service quality has a significant effect on customer satisfaction . Price has a positive and significant effect on customer satisfaction . and d itemukan that the quality of services has the effect of significantly towards consumers loyal. Price memilikipenagruh positive and significant to consumers loyal, things were equally found their influence posiif and exhibited significantly that occur between the satisfaction of customers to consumers loyal. At the level of managerial , research is giving a donation to the PT. Yang Ming Shipping Indonesia, to improve service quality and price if you want customer satisfaction and customer loyalty to increase .

Suggested Citation

  • Dhanang Suryo Kusumo & Didik J. Rachbini & Endi Rekarti, 2021. "Quality of services and prices in promoting customer satisfaction and customer loyalty services of container transportation facilities. Case Study at PT. Yang Ming Shipping Indonesia," Technium Social Sciences Journal, Technium Science, vol. 21(1), pages 645-660, July.
    • Handle: RePEc:tec:journl:v:21:y:2021:i:1:p:645-660
    DOI: 10.47577/tssj.v21i1.3712
    as

    Download full text from publisher

    File URL: https://techniumscience.com/index.php/socialsciences/article/view/3712/1436
    Download Restriction: no
    File URL: https://techniumscience.com/index.php/socialsciences/article/view/3712
    Download Restriction: no
    File URL: https://libkey.io/10.47577/tssj.v21i1.3712?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    References listed on IDEAS

    as
    1. Subaebasni Subaebasni & Henny Risnawaty & A.R. Arie Wicaksono, 2019. "Effect of Brand Image, the Quality and Price on Customer Satisfaction and Implications for Customer Loyalty PT Strait Liner Express in Jakarta," International Review of Management and Marketing, Econjournals, vol. 9(1), pages 90-97.
    2. Yuen, Kum Fai & Wang, Xueqin & Wong, Yiik Diew & Zhou, Qingji, 2018. "The effect of sustainable shipping practices on shippers’ loyalty: The mediating role of perceived value, trust and transaction cost," Transportation Research Part E: Logistics and Transportation Review, Elsevier, vol. 116(C), pages 123-135.
    Full references (including those not matched with items on IDEAS)

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. Kalisri Logeswaran Aravindan & Thurasamy Ramayah & Munusamy Thavanethen & Murali Raman & Narinasamy Ilhavenil & Sanmugam Annamalah & Yap Voon Choong, 2023. "Modeling Positive Electronic Word of Mouth and Purchase Intention Using Theory of Consumption Value," Sustainability, MDPI, vol. 15(4), pages 1-19, February.

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Nuanphromsakul, Kajohnjak & Szczepańska-Woszczyna, Katarzyna & Kot, Sebastian & Chaveesuk, Singha & Chaiyasoonthorn, Wornchanok, 2022. "Sustainability of Rubber Farmers Cooperatives: Empirical Evaluation of Determining Factors," AGRIS on-line Papers in Economics and Informatics, Czech University of Life Sciences Prague, Faculty of Economics and Management, vol. 14(4), December.
    2. Lixian Fan & Bingmei Gu, 2019. "Impacts of the Increasingly Strict Sulfur Limit on Compliance Option Choices: The Case Study of Chinese SECA," Sustainability, MDPI, vol. 12(1), pages 1-20, December.
    3. Akoh Fabien Yao & Maxime Sèbe & Laura Recuero Virto & Abdelhak Nassiri & Hervé Dumez, 2024. "The effect of LNG bunkering on port competitiveness using multilevel data analysis [L'effet du soutage par GNL sur la compétitivité des ports à l'aide de l'analyse de données à plusieurs niveaux]," Post-Print hal-04611804, HAL.
    4. Kum Fai Yuen & Do Thi Khanh Huyen & Xueqin Wang & Guanqiu Qi, 2020. "Factors Influencing the Adoption of Shared Autonomous Vehicles," IJERPH, MDPI, vol. 17(13), pages 1-17, July.
    5. Nguyen, Son & Chen, Peggy Shu-Ling & Du, Yuquan & Shi, Wenming, 2019. "A quantitative risk analysis model with integrated deliberative Delphi platform for container shipping operational risks," Transportation Research Part E: Logistics and Transportation Review, Elsevier, vol. 129(C), pages 203-227.
    6. Suneet Singh & Ashish Dwivedi & Saurabh Pratap, 2023. "Sustainable Maritime Freight Transportation: Current Status and Future Directions," Sustainability, MDPI, vol. 15(8), pages 1-23, April.
    7. Lusiana Pratiwi & Sunaryo Sunaryo, 2021. "The effect of e-service quality on e-loyalty mediated by e-trust and brand image variables," International Journal of Research in Business and Social Science (2147-4478), Center for the Strategic Studies in Business and Finance, vol. 10(6), pages 56-62, September.
    8. Xiaofang Wu & Luoping Zhang & Huan Feng, 2019. "Green Strategic Planning Approach for International Shipping Activities," Sustainability, MDPI, vol. 12(1), pages 1-27, December.
    9. Govindan, Kannan & Rajeev, A. & Padhi, Sidhartha S. & Pati, Rupesh K., 2020. "Supply chain sustainability and performance of firms: A meta-analysis of the literature," Transportation Research Part E: Logistics and Transportation Review, Elsevier, vol. 137(C).
    10. Yuen, Kum Fai & Bin Saidi, Muhammad Syukri & Bai, Xiwen & Wang, Xueqin, 2021. "Cruise transport service usage post COVID-19: The health belief model application," Transport Policy, Elsevier, vol. 111(C), pages 185-196.
    11. Hasan Emin GÜRLER & Ramazan ERTURGUT, 2019. "Hizmet Kalitesi ile Algılanan Değer Arasındaki İlişkide Kuşağın Moderatör Etkisi: Havayolu Endüstrisinde X ve Y Kuşağı Üzerine Bir Araştırma," Istanbul Business Research, Istanbul University Business School, vol. 48(2), pages 335-365, November.
    12. Olympia Nisiforou & Louisa Marie Shakou & Afroditi Magou & Alexandros G. Charalambides, 2022. "A Roadmap towards the Decarbonization of Shipping: A Participatory Approach in Cyprus," Sustainability, MDPI, vol. 14(4), pages 1-27, February.
    13. Song, Zhuzhu & Tang, Wansheng & Zhao, Ruiqing & Zhang, Guoqing, 2022. "Implications of government subsidies on shipping companies’ shore power usage strategies in port," Transportation Research Part E: Logistics and Transportation Review, Elsevier, vol. 165(C).
    14. Zhou, Yusheng & Wang, Xueqin & Yuen, Kum Fai, 2021. "Sustainability disclosure for container shipping: A text-mining approach," Transport Policy, Elsevier, vol. 110(C), pages 465-477.
    15. Qingyu Zhang & Sohail Ahmad, 2022. "Linking Corporate Social Responsibility, Consumer Identification and Purchasing Intention," Sustainability, MDPI, vol. 14(19), pages 1-17, October.
    16. Heejun Cho & Donghyuk Jo & Hyojung Kim, 2024. "Understanding Consumer Perception towards Sustainable Apparel: A Parallel Mediation Analysis on Satisfaction and Trust," Sustainability, MDPI, vol. 16(16), pages 1-24, August.
    17. Yuen, Kum Fai & Wang, Xueqin & Wong, Yiik Diew & Ma, Fei, 2019. "A contingency view of the effects of sustainable shipping exploitation and exploration on business performance," Transport Policy, Elsevier, vol. 77(C), pages 90-103.
    18. Ali Raza & Muhammad Farrukh & Muhammad Khalid Iqbal & Muhammad Farhan & Yihua Wu, 2021. "Corporate social responsibility and employees' voluntary pro‐environmental behavior: The role of organizational pride and employee engagement," Corporate Social Responsibility and Environmental Management, John Wiley & Sons, vol. 28(3), pages 1104-1116, May.
    19. Yuen, Kum Fai & Li, Kevin X. & Xu, Gangyan & Wang, Xueqin & Wong, Yiik Diew, 2019. "A taxonomy of resources for sustainable shipping management: Their interrelationships and effects on business performance," Transportation Research Part E: Logistics and Transportation Review, Elsevier, vol. 128(C), pages 316-332.
    20. Yu, Vincent F. & Aloina, Grace & Eccarius, Timo, 2023. "Adoption intentions of home-refill delivery service for fast-moving consumer goods," Transportation Research Part E: Logistics and Transportation Review, Elsevier, vol. 171(C).

    More about this item

    Keywords

    Service Quality; price; customer satisfaction; loyalty;
    All these keywords.

    JEL classification:

    • R00 - Urban, Rural, Regional, Real Estate, and Transportation Economics - - General - - - General
    • Z0 - Other Special Topics - - General

    Statistics

    Access and download statistics

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:tec:journl:v:21:y:2021:i:1:p:645-660. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Tasente Tanase (email available below). General contact details of provider: .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.