Analysis influence of perceived complaint handling quality, customer effort, and quality of service solution to customer satisfaction and customer loyalty b2b in east java, Indonesia

Ivana Happy Kalista, Amelia Amelia and Ronald Ronald
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Ivana Happy Kalista: Student of Postgraduate Management Degree, Universitas Pelita Harapan Surabaya Campus, Surabaya, Indonesia
Amelia Amelia: Business School, Universitas Pelita Harapan Surabaya Campus, Surabaya, Indonesia
Ronald Ronald: Business School, Universitas Pelita Harapan Surabaya Campus, Surabaya, Indonesia

International Journal of Science and Business, 2022, vol. 10, issue 1, 97-109

Abstract: Fuel products, fuel handling, fleet management, and depot management are all services provided by PT Pertamina Patra Niaga. Despite today's rising rivalry, the company's position has been enhanced by more efficient methods and logical organizational techniques. PT Pertamina Patra Niaga is committed to increasing its competitiveness in the domestic and international oil and gas industries. The approach for gathering the needed data is to distribute questionnaires using Google Form to Pertamina customer service agents who satisfy the requirements as research samples until the sample size of 32 is reached. After collecting all of the data from the Google form, the data is tabulated in Excel. Full sampling was employed as the sample technique. Based on the data analysis, four of the six submitted hypotheses are accepted, while two are rejected.

Keywords: Procedural Justice; Interactional Justice; Distributive Justice; Customer Effort; Quality of Service Solutions; Customer Satisfaction; Customer Loyalty. (search for similar items in EconPapers)
Date: 2022
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