TITLE

Effect of Customer Satisfaction, Trust, Information Sharing, Switching Barrier and Relationship Bond on Customer Loyalty of Professional Services Company: Empirical Study on Independent Surveyor Services Industry in Indonesia

AUTHOR(S)
Hannan, Sufrin; Suharjo, Budi; Kirbrandoko; Nurmalina, Rita
PUB. DATE
June 2014
SOURCE
Australian Journal of Basic & Applied Sciences;2014 Special, Vol. 8 Issue 8, p217
SOURCE TYPE
Academic Journal
DOC. TYPE
Article
ABSTRACT
The competition of independent surveyor services industry in Indonesia in the future is very challanging. ThIs service industry still protected by the government to impose restrictions on the activities of foreign independent surveyor services companies to operate in Indonesia. Developing of customer loyalty will ensure a long-term relationship between service providers and customers. This study aimed to develop a relationship of customer satisfaction, trust, information sharing, switching barriers and relationship bond to customer loyalty in the professional services of coal independent surveyors companies in Indonesia using Relationship Marketing perspective. Testing the hypothesis made on the relationship between 5 variables to customer loyalty. Data compiled from 200 questionnaires completed by corporate decision-makers from 51 exporters and coal trading company in Indonesia and analyzed using the Structural Equation Model (SEM). The results of the study show that the customer loyalty of coal independent surveyor influenced by satisfaction, trust, information sharing, switching barrier and relationship bond. Customer Satisfaction and Information Sharing also affects customer loyalty through trust. All variables has significant effect on customer loyalty with the greatest influence on the relationship bond.
ACCESSION #
96793548

 

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