The Effect of Satisfaction on Complaint Behavior and Loyalty Recipient Companies of Customs Facilities in East Java Province

Please use this identifier to cite or link to this item: https://repository.unej.ac.id/xmlui/handle/123456789/114403

Full metadata record

DC Field	Value	Language
dc.contributor.author	AMBATE, Vicky Armando	-
dc.contributor.author	SURYANINGSIH, Ika Barokah	-
dc.contributor.author	K. TOBING, Diana Sulianti	-
dc.contributor.author	LEONARD, Tony	-
dc.date.accessioned	2023-04-05T03:18:43Z	-
dc.date.available	2023-04-05T03:18:43Z	-
dc.date.issued	2021-02-02	-
dc.identifier.uri	https://repository.unej.ac.id/xmlui/handle/123456789/114403	-
dc.description.abstract	This study aims to determine the effect of satisfaction on complaint and loyalty behavior. The study was conducted on 95 companies receiving customs facilities in East Java Province using PLS (Partial Least Square). In this study, it was found that satisfaction has a significant and positive effect on complaint behavior and loyalty. Satisfaction has a significant and positive effect on loyalty through complaint behavior. Satisfaction can increase loyalty but satisfaction can also increase complaint behavior. Complaints that are handled properly will increase loyalty. This is influenced by the character of the service.	en_US
dc.language.iso	en	en_US
dc.publisher	IOSR Journal of Business and Management (IOSR-JBM)	en_US
dc.subject	Satisfaction	en_US
dc.subject	Complaint Behavior and Loyalty	en_US
dc.title	The Effect of Satisfaction on Complaint Behavior and Loyalty Recipient Companies of Customs Facilities in East Java Province	en_US
dc.type	Article	en_US
Appears in Collections:	LSP-Jurnal Ilmiah Dosen

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