文章基本信息

标题：The Role of Customer Value and Customer Trust as a Mediator of Flexibility Influence on Customer Retention
本地全文：下载
作者：Wiji Dewobroto ; Umar Nimran ; Zainul Arifin 等
期刊名称：Webology
印刷版ISSN：1735-188X
出版年度：2022
卷号：19
期号：1
页码：37-50
DOI：10.14704/WEB/V19I1/WEB19003
语种：English
出版社：University of Tehran
摘要：The purpose of this study is to apply SEM analysis to WarpPLS analysis and translate Customer Value and Customer Trust as Mediation, especially for PT. Nusa Prima Logistics. Design / Method: This study was divided into 3: exploratory research, descriptive research, and explanatory research. The quantitative approach of this study uses a survey method by taking samples from the population. This is a latent variable that is measured using a survey tool in the form of a survey. The survey was conducted by distributing questionnaires to the respondents. This research was conducted at PT. Nusa Prima Logistics Terminal Teluk Lamong by taking primary data, in the form of assessments or perceptions from respondents, so a survey was conducted by submitting a questionnaire directly to PT. Nusa Prima Logistics Terminal Teluk Lamong as 194 respondents. Quantitative data analysis was performed using Structural Equation Modeling (SEM) to answer the research hypothesis. Finding: Flexibility is very influential in increasing Customer Retention so to develop Customer Retention, it is necessary to increase Flexibility, Customer Value and Customer Trust Originality: The novelty in this research lies not yet obtained about the role and position of Customer Value and Customer Trust as mediation that affect Customer Retention.
关键词：Flexibility;Customer Value;Customer Trust;Customer Retention