Volume 11, Issue 1, 344-353.

The Influence of Customer Satisfaction, Trust and Information Sharing on Customer Loyalty of Professional Services Company: An Empirical Study on Independent Surveyor Services Industry in Indonesia

Sufrin HANNAN*
Graduate School of Management and Business, Bogor Agricultural University, Bogor, Indonesia. Email: sufrin_hannan@yahoo.com.

Budi SUHARJO
Graduate School of Management and Business, Bogor Agricultural University, Bogor, Indonesia.

Kirbrandoko KIRBRANDOKO
Graduate School of Management and Business, Bogor Agricultural University, Bogor, Indonesia.

Rita NURMALINA
Graduate School of Management and Business, Bogor Agricultural University, Bogor, Indonesia.

ABSTRACT

The independent surveyor service company in Indonesia is growing due to a commodity business transaction in Indonesia is very attractive in the global market situation. Therefore, creating long-term relationships between independent surveyor company and their customers through customer satisfaction, trust, and information sharing that affect customer loyalty becomes very important to win the competition. The independent surveyor services are very valuable for sellers and buyers to assure their trade transactions. This research aims to develop a model of the relationship between customer satisfaction, trust, and information sharing to customer loyalty in professional services of independent surveyor to inspect coal export using relationship marketing approach. Testing of the hypothesis made on three variables on customer loyalty. The data is collected from 51 exporters and coal trading company in Indonesia and the analysis is using Structural Equation Models (SEM). Results from this study show that customer satisfaction, trust, and information sharing influence the customer loyalty of independent surveyor company. Every variable has a significant influence.

JEL Classification: L80; M30; M31; Q13.

Keywords: Customer Satisfaction; Trust; Loyalty; Marketing; Indonesia.

*Corresponding author.

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