The impact of Company reputation, service quality, and satisfaction toward customer loyalty : in an Indonesian mining and construction supply company

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Pakpahan, Victor (2023) The impact of Company reputation, service quality, and satisfaction toward customer loyalty : in an Indonesian mining and construction supply company. Graduate thesis, Sekolah Tinggi Manajemen IPMI.

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Abstract

This paper research the impact of company reputation, service quality and customer satisfaction towards customers' loyalty and investigate the relationships among these variables. The investigation is undertaken at an Indonesia's mining and construction and users or customers of a ground engaging tools (GET) supplier. The research should fill the gap in the customer loyalty study within the mining and construction segment globally and specifically, Indonesia. This research surveyed 25 past and current customers of a ground engaging tools supplier in the mining and construction market in Indonesia by way of questionnaires online form. This research empirically tested all variables to measure the effect and significance between supplier reputation, service quality and customer satisfaction toward and user loyalty. Data was processed using SPSS and SEM PLS. The result shown both service quality and customer satisfaction have positive and significant affect toward customer loyalty, however, company reputation showed insignificant or weak affect towards loyalty. With this analysis, GEt supplier can formulate appropriate response to strategize company's resource to improve market requirement in the mining and construction segment.

Item Type: Thesis (Graduate)
Subjects: H Social Sciences > H Social Sciences (General)
Divisions: Thesis > Master of Business Administration
Depositing User: Dede Faujiah
Date Deposited: 13 Feb 2023 04:20
Last Modified: 15 Feb 2023 03:21
URI: http://repository.ipmi.ac.id/id/eprint/1755

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