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

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.