The Effect of E-Service Quality in Taking Container Units on Customer Loyalty Moderated by Customer Satisfaction of Container Modification CV. Kay Alor Sejahtera North Jakarta

Koerniawan Hidajat, Sheila Ananda

2023

Abstract

The level of economic development in Indonesia and international economic trade routes affect the demand for containers in the port of 11 billion TEU, according to UNCTAD data on Container Port Through part Indonesia in 2021. The provision of containers in Indonesia is not only from the logistics trade of goods movement, but also from developing demand for practical provision of commercial offices, mobile offices, mobile counters, mobile shops, villas, residential houses, and supermarkets. CV. Kay Alor Sejahtera container rental business, buying and selling containers for commercial electronic-based customer service. The research objective is to determine and explain the effect of e-service quality on obtaining container units by customers and the ability of strong or weak customer satisfaction to moderate the effect of e-service quality on customer loyalty. The research method is quantitative explanatory research. Data collection is via a questionnaire with a Likert scale. SmartPLS (Partial Least Squares) data analysis. If customers are served their orders quickly through electronic/Internet means, such as WhatsApp, they will be more likely to order container rentals and services for commercial use again. The results showed that e-service quality has a positive effect on customer loyalty. Customer satisfaction also has a positive effect on customer loyalty, especially if complaints are resolved quickly, making customers more loyal. Customer satisfaction has the ability to weaken the e-service quality of taking container units. Slightly satisfied customers are served by using digital/internet services, website applications, or WhatsApp.

Paper Citation

in Harvard Style

Hidajat K. and Ananda S. (2023). The Effect of E-Service Quality in Taking Container Units on Customer Loyalty Moderated by Customer Satisfaction of Container Modification CV. Kay Alor Sejahtera North Jakarta. In Proceedings of the 4th International Seminar and Call for Paper - Volume 1: ISCP UTA '45 JAKARTA; ISBN 978-989-758-691-0, SciTePress, pages 269-275. DOI: 10.5220/0012579400003821

in Bibtex Style

@conference{iscp uta '45 jakarta23,
author={Koerniawan Hidajat and Sheila Ananda},
title={The Effect of E-Service Quality in Taking Container Units on Customer Loyalty Moderated by Customer Satisfaction of Container Modification CV. Kay Alor Sejahtera North Jakarta},
booktitle={Proceedings of the 4th International Seminar and Call for Paper - Volume 1: ISCP UTA '45 JAKARTA},
year={2023},
pages={269-275},
publisher={SciTePress},
organization={INSTICC},
doi={10.5220/0012579400003821},
isbn={978-989-758-691-0},
}

in EndNote Style

TY - CONF

JO - Proceedings of the 4th International Seminar and Call for Paper - Volume 1: ISCP UTA '45 JAKARTA
TI - The Effect of E-Service Quality in Taking Container Units on Customer Loyalty Moderated by Customer Satisfaction of Container Modification CV. Kay Alor Sejahtera North Jakarta
SN - 978-989-758-691-0
AU - Hidajat K.
AU - Ananda S.
PY - 2023
SP - 269
EP - 275
DO - 10.5220/0012579400003821
PB - SciTePress