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Factors Affecting Customer Loyalty in the Independent Surveyor Service Industry in Indonesia
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<div class="col-sm-3"> <div class="card"> <div class="card-body"><strong>Paper Count:</strong> 87407</div> </div> </div> </div> <div class="card publication-listing mt-3 mb-3"> <h5 class="card-header" style="font-size:.9rem">Factors Affecting Customer Loyalty in the Independent Surveyor Service Industry in Indonesia</h5> <div class="card-body"> <p class="card-text"><strong>Authors:</strong> <a href="https://publications.waset.org/abstracts/search?q=Sufrin%20Hannan">Sufrin Hannan</a>, <a href="https://publications.waset.org/abstracts/search?q=Budi%20Suharjo"> Budi Suharjo</a>, <a href="https://publications.waset.org/abstracts/search?q=Rita%20Nurmalina"> Rita Nurmalina</a>, <a href="https://publications.waset.org/abstracts/search?q=Kirbrandoko"> Kirbrandoko</a> </p> <p class="card-text"><strong>Abstract:</strong></p> The challenge for independent surveyor service companies now is growing with increasing uncertainty in business. Protection from the government for domestic independent surveyor industry from competitor attack, such as entering the global surveyors to Indonesia also no longer exists. Therefore, building customer loyalty becomes very important to create a long-term relationship between an independent surveyor with its customers. This study aims to develop a model that can be used to build customer loyalty by looking at various factors that determine customer loyalty, especially on independent surveyors for coal inspection in Indonesia. The development of this model uses the relationship marketing approach. Testing of the hypothesis is done by testing the variables that determine customer loyalty, either directly or indirectly, which amounted to 10 variables. The data were collected from 200 questionnaires filled by independent surveyor company decision makers from 51 exporting companies and coal trading companies in Indonesia and analyzed using Structural Equation Model (SEM). The results show that customer loyalty of independent surveyors is influenced by customer satisfaction, trust, switching-barrier, and relationship-bond. Research on customer satisfaction shows that customer satisfaction is influenced by the perceived quality and perceived value, while perceived quality is influenced by reliability, assurance, responsiveness, and empathy. <iframe src="https://publications.waset.org/abstracts/88541.pdf" style="width:100%; height:400px;" frameborder="0"></iframe> <p class="card-text"><strong>Keywords:</strong> <a href="https://publications.waset.org/abstracts/search?q=relationship%20marketing" title="relationship marketing">relationship marketing</a>, <a href="https://publications.waset.org/abstracts/search?q=customer%20loyalty" title=" customer loyalty"> customer loyalty</a>, <a href="https://publications.waset.org/abstracts/search?q=customer%20satisfaction" title=" customer satisfaction"> customer satisfaction</a>, <a href="https://publications.waset.org/abstracts/search?q=switching%20barriers" title=" switching barriers"> switching barriers</a>, <a href="https://publications.waset.org/abstracts/search?q=relationship%20bonds" title=" relationship bonds"> relationship bonds</a> </p> <a href="https://publications.waset.org/abstracts/88541/factors-affecting-customer-loyalty-in-the-independent-surveyor-service-industry-in-indonesia" class="btn btn-primary btn-sm">Procedia</a> <a href="https://publications.waset.org/abstracts/88541.pdf" target="_blank" class="btn btn-primary btn-sm">PDF</a> <span class="bg-info text-light px-1 py-1 float-right rounded"> Downloads <span class="badge badge-light">169</span> </span> </div> </div> </div> </main> <footer> <div id="infolinks" class="pt-3 pb-2"> <div class="container"> <div style="background-color:#f5f5f5;" class="p-3"> <div class="row"> <div class="col-md-2"> <ul class="list-unstyled"> About <li><a href="https://waset.org/page/support">About Us</a></li> <li><a href="https://waset.org/page/support#legal-information">Legal</a></li> <li><a target="_blank" rel="nofollow" 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