Differentiation Services and Customer Value that Affects Customer Satisfaction and Customer Loyalty PT. Samudra Jaya Sakti

摘要

Research aims to determine the influence of service differentiation and customer value to customer satisfaction and customer loyalty services of freight forwarding at PT. Samudra Jaya Sakti. Independent variables differentiation services and customer values that affect the analysis of dependent variables is customer satisfaction and loyalty customers PT. Samudra Jaya Sakti. The population number is large and unknown, so the sampling in this study used MoE as much as 96.4 respondents rounded 100 with the method of analysis used is Partial Least Square (PLS). The results of this study indicate that the differentiation of services has no significant effect on customer satisfaction, Customer Value is significant impact on customer satisfaction, differentiation of services significantly affect customer loyalty, Customer Value has significant effect on customer loyalty, and customer satisfaction has significant effect on customers' loyalty. As well as the indirect infiuence between the variable differentiation of services to customer loyalty through customer satisfaction influential insignificant because it has (indirect effect, while indirect influence between the variable customer value Customer loyalty through significant customer satisfaction because of the indirect effect.