PENGARUH KUALITAS PELAYANAN JASA FREIGHT FORWARDING TERHADAP KEPUASAN, KEPERCAYAAN DAN LOYALITAS EKSPORTIR PT ANDALAN PACIFIC SAMUDRA SEMARANG

Abstract

This research was conducted at PT Andalan
Pacific Samudra Semarang, a company
engaged in the export import freight
forwarding services which always tries to
give satisfaction. So it is important for the
company to build service quality and
exporters’ satisfaction to obtain trust with
loyalty from exporters of PT Andalan Pacific
Samudra Semarang. The purpose of this
research are to find out the influence of
freight forwarding service quality on
exporters’ satisfaction, the impact of trust
with loyalty and how much that direct and
indirect influence and its impact. The
research sample were 34 exporters of PT
Andalan Pacific Samudra Semarang as
respondents. The method of analysis in this
research were validity test, reliability test, t
test, F test, path analysis test and the
coefficient of determination. The method of
collecting data are questionnaire and
literature studies. The result of the path
analysis showed that service quality,
satisfaction, trust gave positive and
significant effect on loyalty exporters. The
results obtained from testing the hypothesis
significant test, t test and F test, so we could
conclude that service quality significant to
satisfaction, trust and expoters’ loyalty From
the results showed the value of the coefficient
of determination was 0,845, indicating that
the service quality, satisfaction, trust had the
effect of 84,5% on loyalty exporters and the
rest is influenced by other factors which were
not examined