INTRODUCTION
The need for
energy in Indonesia or worldwide is very high and runs without stopping. Energy
has an essential role in sustaining all human activities and business
activities wherever they are located. What is called by energy is all components
that transform primary energy (such as coal, natural gas, and crude oil) to
final energy (such as electricity, methane, and gasoline) are included in the
energy supply system (Holden, Linnerud, & Rygg, 2021).
This encourages the need for transportation or delivery of refined fuel oil (BBM) and LPG from upstream or energy
processing processes to communities throughout Indonesia that are downstream.
Sea transportation services or energy delivery that compete in the era of
globalization are increasing and vary due to market openness and the cabotage
principle. The cabotage principle carried out by the government, which means
the sovereignty of the country by prioritizing sea transport shipping companies
owned by domestic companies can also be victorious in their own country and has
the power to maintain state sovereignty from the security and defence aspects
in order to encourage development and national economic growth (Rahmawati, Arifin, & Hufron, 2019).
A national
trading company with tight market competition from national commercial shipping
and supported by the cabotage principle, a significant strategic advantage by
maintaining customer satisfaction and loyalty (Pasal 8 UU No.17 Tahun 2008 Tentang Pelayaran, 2008).
Satisfaction and loyalty will provide returns that make it a long-term and
cumulative investment.
PT. Buana Lintas Tbk wants to
measure how the influence of their service quality on charterers or, for
example, PT. Pertamina (Persero),
their charter prices when conducting tenders, the value of ship management on
charterer satisfaction and charterer loyalty to the use of PT. Buana Lintas Lautan Tbk as the leading vendor in the
distribution of energy throughout Indonesia.
PT. Buana Lintas Lautan Tbk wants to
maintain charter satisfaction and loyalty to make its business activities can
also run in the long term and help energy suppliers not only from fuel energy
such as PT. Pertamina but mining
energy in various sectors in many companies. National mining, as well as taking
part in building national energy security.
According to
Khaeng,
Mahamed, Ramayan, and Moshab (2010), customer satisfaction is a
mediator in the influence of service quality to create service loyalty. Service
quality also affects service loyalty through customer satisfaction. Price is
also an important factor in customer satisfaction. When prices fluctuate,
customers will shift their choice to other service providers or market
competitors. According to Alafiyanto and Djumarno (2018), customer satisfaction
intervenes in the effect of price on customer loyalty. Meanwhile, according to
research Desiyanti, Sudja, and Martini (2018),
service quality does not affect customer satisfaction and customer loyalty.
METHOD
The object
of research is the foundation that becomes the fulcrum and attention in
research; the object of research is the target and goal in research to obtain
results and conclusions from the problems in question.
According
to Satibi (2011),
the object of research, in general, is a tool to identify and map a research
environment that is the purpose of research to get a broad general picture
consisting of the nature of the environment, structure, history and function of
everything in the environment. the research. The framework chart can be seen in
Figure 1.
Figure 1 Research
Framework
The model
framework is developed as presented in Figure 2 below.
Figure 2 Model
Framework
Data
obtained from data sources directly relates to the research problem. The
primary data sources in this study were obtained in the field directly from the
answers of various respondents regarding questionnaires relating to the
assessment of service quality, price, and ship management that affect customer
satisfaction and their impact on PT.
Buana Lintas Lautan Tbk loyalty.
Questionnaires
were distributed to 200 respondents of PT.
Buana Lintas Lautan Tbk customers. In this case, the customer is referred
to as a tenant or charterer. The variable measurement scale in this study uses
the Likert scale, which is used to measure attitudes, opinions and perceptions
of a person or group of people about social phenomena (Sugiyono, 2019).
In this study, the researcher gave five alternative answers to the respondents
using a scale of 1 to 5 contained in table 1 below.
Table
1
Likert
Scale Table
|
No
|
Responses
|
Scores
|
|
1
|
Strongly
agree
|
5
|
|
2
|
Agree
|
4
|
|
3
|
Neither
agree nor disagree
|
3
|
|
4
|
Disagree
|
2
|
|
5
|
Strongly
disagree
|
1
|
The data
analysis technique in this study used SEM or Structural equality modelling.
There are essential factors, and reasons underlying the use of SEM are:
a)
SEM has the power and ability to estimate the
relationship between variables that are multi-relational. This relationship is
formed in the structural model (the relationship between the dependent and
independent constructs)
b)
SEM can describe and describe the pattern of
relationships between latent constructs and manifest variables and indicator
variables.
�
RESULTS
AND DISCUSSION
A.
Respondents Response
Based on
the results of the calculation of the class length for each interval, the
classification of the assessment categories for the average value is presented,
as follows:
Table 2
Criteria for assessing indicators
on research variables
|
No
|
Interval
|
Criteria
|
|
1
|
1.00 � 1.79
|
Poor�
|
|
2
|
1.80 � 2.59
|
Fair
|
|
3
|
2.60 � 3.39
|
Good
|
|
4
|
3.40 � 4.19
|
Very good
|
|
5
|
4.20 � 5.00
|
Extremely good
|
Here are
also the responses from the respondents on each variable, as follows:
Figure 3. Service quality variable continuum line (X1)
Figure 4. Ship retal price variable continuum line (X2)
Figure 5. Ship management variable continuum line (X3)
Figure 6. Customer satisfaction variable continuum line (Y)
Figure 7. Customer loyalities variable continuum line (Z)
B.
Descriptive Analysis
The description of the
research data can be used to enrich the discussion. The description of the
respondent's response data shows how the respondent's response to each variable
is being studied. To make it easier to interpret the variables being studied,
categorization of the respondent's response scores is carried out. The
principle of categorization of the number of respondents' response scores in
this study uses the calculated average value as a reference for determining the
classification of assessment categories.
The specification of
the research model, which represents the problem under study, is essential in
SEM. (Hoyle, 1995) says that the analysis will not start until
the researcher specifies a model that shows the relationship between the
variables to be analyzed.
Figure 8. Model Specification Scheme
The tables below show no model identification
problem in this study.
Table 3
Standard Error Value
|
|
Estimate
|
S.E.
|
C.R.
|
P
|
Label
|
|
Y � X1
|
.220
|
.038
|
5.768
|
***
|
par_13
|
|
Y � X2
|
.212
|
.046
|
4.568
|
***
|
par_14
|
|
Y � X3
|
.132
|
.038
|
3.494
|
***
|
par_15
|
|
Z � X1
|
.273
|
.052
|
5.222
|
***
|
par_16
|
|
Z � X2
|
.151
|
.056
|
2.680
|
.007
|
par_17
|
|
Z � X3
|
.112
|
.056
|
2.517
|
.012
|
par_18
|
|
Z � Y
|
.308
|
.045
|
3.239
|
.001
|
par_19
|
|
K4 � X1
|
1.000
|
|
|
|
|
|
K3 � X1
|
1.017
|
.051
|
20.108
|
***
|
par_1
|
|
K2 � X1
|
1.024
|
.047
|
21.732
|
***
|
par_2
|
|
K1 � X1
|
1.015
|
.050
|
20.323
|
***
|
par_3
|
|
H3 � X2
|
1.000
|
|
|
|
|
|
H2 � X2
|
.978
|
.067
|
14.645
|
***
|
par_4
|
|
H1 � X2
|
1.034
|
.067
|
15.372
|
***
|
par_5
|
|
M3 � X3
|
1.000
|
|
|
|
|
|
M3 � X3
|
1.127
|
.055
|
20.323
|
***
|
par_6
|
|
M1 � X3
|
1.060
|
.057
|
18.729
|
***
|
par_7
|
|
P1 � Y
|
1.000
|
|
|
|
|
|
P2 � Y
|
1.054
|
.066
|
17.565
|
***
|
par_8
|
|
P3 � Y
|
1.287
|
.073
|
17.699
|
***
|
par_9
|
|
P4 � Y
|
1.250
|
.075
|
16.703
|
***
|
par_10
|
|
L1 � Z
|
1.000
|
|
|
|
|
|
L2 � Z
|
1.147
|
.099
|
11.546
|
***
|
par_11
|
|
L3 � Z
|
1.379
|
.122
|
11.292
|
***
|
par_12
|
Based on the output of
the AMOS calculation, the common factor load values are obtained
and then used to calculate the construct reliability coefficient values,
which are summarized in the following table:
Figure 9 Estimation Results of Standardized Loading
factors
C.
Structural Model Results
This section deals
with evaluating the coefficients or parameters that indicate a causal
relationship or the effect of one latent variable on another latent variable.
These causal relationships are hypothesized in a study. A causal relationship
is declared insignificant if the critical ratio (C.R.) is between the ranges of
-1.96 and 1.96 with a significance level of 0.05 (Wijanto, 2008). Meanwhile, calculations were carried out using
the Sobel test with the Calculation for the Sobel Test (http://quantpsy.org/sobel/sobel.htm).
With the help of the AMOS 22 program application, the results of the estimated
critical ratio value of the structural model are obtained through the following
table:
�Table 4
�Value of Path
Coefficient of Influence
|
|
Estimate
|
|
Y � X1
|
.381
|
|
Y � X2
|
.321
|
|
Y � X3
|
.240
|
|
Z � X1
|
.393
|
|
Z � X2
|
.191
|
|
Z � X3
|
.170
|
|
Z � Y
|
.256
|
Table 5
�C.R. Value Direct Effect
|
|
Estimate
|
S.E.
|
C.R.
|
P
|
Label
|
|
Y
� X1
|
.220
|
.038
|
5.768
|
***
|
par_13
|
|
Y
� X2
|
.212
|
.046
|
4.568
|
***
|
par_14
|
|
Y
� X3
|
.132
|
.038
|
3.494
|
***
|
par_15
|
|
Z
� X1
|
.273
|
.052
|
5.222
|
***
|
par_16
|
|
Z
� X2
|
.151
|
.056
|
2.680
|
.007
|
par_17
|
|
Z
� X3
|
.112
|
.045
|
2.517
|
.012
|
par_18
|
|
Z
� Y
|
.308
|
.095
|
3.239
|
.001
|
par_19
|
Table
6
Indirect
Influence Value Effect
|
|
Standardized
Indirect
Effects
|
C.R.
|
P
|
|
Z � Y � X1
|
.061
|
2.602
|
.009
|
|
Z � Y � X2
|
.082
|
2.514
|
.012
|
|
Z � Y � X3
|
.098
|
2.479
|
.013
|
1.
The influence of service quality (X1) on
customer satisfaction (Y)
|
|
Path
coefficient
|
t-count
|
t-table
|
Conclusion
|
|
X1->
Y
|
0.381
|
5.768
|
1.96
|
H0
Declined
|
Source: Data analysis
(2022)
Thus, H1 is
accepted, meaning that Service Quality (X1) significantly affects Customer
Satisfaction (Y).
2.
The effect of boat rental prices (X2) on
customer satisfaction (Y)
|
|
Path
coefficient
|
t-count
|
t-table
|
Conclusion
|
|
X2->
Y
|
0.321
|
4.568
|
1.96
|
H0
Declined
|
Source: Data analysis
(2022)
Thus, H2 is
accepted, meaning that the Vessel Rental Price (X2) significantly affects
Customer Satisfaction (Y).
3.
The influence of ship management (X3) on
customer satisfaction (Y)
|
|
Path
coefficient
|
t-count
|
t-table
|
Conclusion
|
|
X1->
Y
|
0.240
|
3.494
|
1.96
|
H0
Declined
|
Source: Data analysis
(2022)
Thus, H3 is
accepted, meaning that Ship Management (X3) partially affects Customer
Satisfaction (Y).
4.
The effect of service quality (X1) on customer
loyalty (Z)
|
|
Path
coefficient
|
t-count
|
t-table
|
Conclusion
|
|
X1->
Z
|
0.393
|
5.222
|
1.96
|
H0
Declined
|
Source: Data analysis
(2022)
Thus, H4 is
accepted, meaning that Service Quality (X1) significantly affects Customer
Loyalty (Z).
5.
The effect of boat rental prices (X2) on
customer loyalty (Z)
|
|
Path
coefficient
|
t-count
|
t-table
|
Conclusion
|
|
X2 ->
Z
|
0.191
|
2.517
|
1.96
|
H0
Declined
|
Source: Data analysis
(2022)
Thus, H5 is
accepted, meaning that the Vessel Rental Price (X2) significantly affects
Customer Loyalty (Z).
6.
The influence of ship management (X3) on
customer loyalty (Z)
|
|
Path
coefficient
|
t-count
|
t-table
|
Conclusion
|
|
X3 ->
Z
|
0.170
|
2.517
|
1.96
|
H0
Declined
|
Source: Data analysis
(2022)
Thus, H6 is
accepted, meaning that Ship Management (X3) has a significant partial effect on
Customer Loyalty (Z).
7.
The effect of customer satisfaction (Y) on
customer loyalty (Z)
|
|
Path
coefficient
|
t-count
|
t-table
|
Conclusion
|
|
Y ->
Z
|
0.256
|
3.239
|
1.96
|
H0
Declined
|
Source: Data analysis
(2022)
Thus, H7 is
accepted, meaning that Customer Satisfaction (Y) significantly affects Customer
Loyalty (Z).
8.
The Influence of Service Quality (X1) on
Customer Loyalty (Z) through Customer Satisfaction (Y)
|
|
Path
coefficient
|
t-count
|
t-table
|
Conclusion
|
|
X1 ->
Y -> Z
|
0.061
|
2.602
|
1.96
|
H0
Declined
|
Source: Data analysis
(2022)
Thus, H8 is
accepted, meaning that Service Quality (X1) has a significant effect on
Customer Loyalty (Z) through Customer Satisfaction (Y).
9.
The Effect of Boat Rental Prices (X2) on
Customer Loyalty (Z) through Customer Satisfaction (Y).
|
|
Path
coefficient
|
t-count
|
t-table
|
Conclusion
|
|
X2->
Y -> Z
|
0.082
|
2.514
|
1.96
|
H0
Declined
|
Source: Data analysis
(2022)
Thus, H9 is
accepted, meaning that the Vessel Rental Price (X2) has a significant partial
effect on Customer Loyalty (Z) through Customer Satisfaction (Y).
10.The Effect
of Ship Management (X3) on Customer Loyalty (Z) through Customer Satisfaction
(Y).
|
|
Path
coefficient
|
t-count
|
t-table
|
Conclusion
|
|
X3->
Y -> Z
|
0.098
|
2.479
|
1.96
|
H0
Declined
|
Source: Data analysis
(2022)
Thus, H10
is accepted, meaning that Ship Management (X3) has a significant effect on
Customer Loyalty (Z) through Customer Satisfaction (Y).
Discussion
1. Service quality has a direct
positive and significant effect on customer satisfaction.
This means
the quality of service from PT Buana
Lintas Lautan Tbk can increase customer satisfaction. The results of this
study indicate that the service quality of PT
Buana Lintas Lautan Tbk can increase charterers� satisfaction such as PT Pertamina (Persero), where the better
service quality will undoubtedly increase customer satisfaction. In marketing
research, service quality is considered more valuable since it is an intangible
factor (Uzir, Jerin, Al Halbusi, Hamid, &
Latiff, 2020). This also indicates that most
respondents agree that the quality of services of PT Buana Lintas Lautan Tbk, such as ship class standards, ship
quality, staff who directly serve charterers, and the guarantees provided,
provide good value from all dimensions. The increasing service rate leads to
increased customer satisfaction with the ship charter services offered by PT Buana Lintas Lautan Tbk.
Quality
certainly reflects all dimensions and factors of service or product offerings
that generate benefits for customers (Tjiptono, 2002). The management of PT Buana Lintas Lautan Tbk must
implement a strategy to maintain and improve the quality of service to
charterers by focusing on market search and balancing it with service quality
that creates profits for customers, which in general generates steady income
benefits and will also increase. This is also in line with research from (Kwak, Park, and Back, 2016; Hwang, Choi, Hong, Lee,
and Lee, 2012; Yuen and Van Thai, 2015; and Handayani, 2016), which
states that service quality has a positive and significant effect on customer
satisfaction. The increasing rate of service will lead to increased customer
satisfaction.
2. The price of charter ships has a
direct and significant negative effect on customer satisfaction.
The smaller
the price issued by the customer or offered in participating in the tender and PT Buana Lintas Lautan Tbk offers the
boat rental price to be the best price and compete with the prices offered by
competitors, the customer satisfaction will increase. If the price set is
higher than competitors and does not follow the current project tender,
customer satisfaction will also be disrupted and even decrease. With the
suitability of prices, affordability and the similarity of benefits and prices
offered to customers are one of the factors for the emergence of customer
satisfaction, so that when PT Buana
Lintas Lautan Tbk can later set the boat rental price slightly higher, or
there is an increase, customers will remain satisfied, where they no longer pay
for the charter of the ships, but also the satisfaction they feel for the
quality of service. This is also in line with the theory, which states that the
formulation and strategy of pricing can be classified into five parts, namely
pricing, discounting, discriminatory, product mix and promotion (Kotler & Armstrong, 2018).
This is
evident from the repeated use of services from PT Buana Lintas Lautan Tbk by oil and gas energy producers or
suppliers such as PT Pertamina (Persero),
which continues to use PT Buana Lintas
Lautan Tbk in several gases and oil delivery projects for the needs of
people throughout Indonesia for more than 20 years. They reasoned that the boat
rental price offered by PT Buana Lintas
Lautan Tbk was very competitive and provided an opportunity. According to
research, it is also evident from (Laely, 2016; Ali Arval, 2017; and Handayani 2016), who state
that price has a negative and significant effect on customer satisfaction.
3. Ship management directly has a
positive and significant impact on customer satisfaction.
The results
of this study indicate that ship management can increase charterer or customer
satisfaction, such as PT Pertamina
(Persero), where better ship management will undoubtedly increase customer
satisfaction. This also indicates that most respondents agree that the ship
management carried out by PT Buana Lintas
Lautan Tbk in terms of operational management, technical management and
legal compliance, documents and certificates are very well maintained and
following national and international class and standards, meaning from all
sides. Dimensions of ship management provide good value to ship management and
increase customer satisfaction. This means that ship management from PT Buana Lintas Lautan Tbk can increase
customer satisfaction.
Ship
management reflects all the dimensions and factors of managing or organizing
ships in a perfect way and according to international terms, conditions and
standards that generate benefits for customers who use the services of PT Buana Lintas Lautan Tbk. This follows
what was said by (Kwak et al., 2016), who stated that good ship
management would increase customer satisfaction because customers will feel
safe and comfortable using ships from ship providers if ship management is
following standards. Hwang et al. (2012) also stated that the ship
management system affects management performance in terms of customer
satisfaction. As well as research from (Yuen & Van Thai, 2015), Ship management affects customer
satisfaction in shipping companies based on operational, technical and complete
certificates and seaworthiness documents.
4. Service quality has a direct
positive and significant effect on customer satisfaction.
This means
that the quality of service from PT Buana
Lintas Lautan Tbk can increase customer loyalty. The results of this study
indicate that the service quality of PT
Buana Lintas Lautan Tbk can increase and determine the loyalty of
charterers such as PT Pertamina (Persero),
where the better the service quality will certainly increase the customer
loyalty. This also indicates that most respondents agree that the quality of
services of PT Buana Lintas Lautan Tbk,
such as ship class standards, ship quality, staff who directly serve
charterers, and the guarantees provided, provide good value from all
dimensions. The increasing quality of service causes an increase in customer
loyalty to the ship charter services offered by PT Buana Lintas Lautan Tbk.
Quality
certainly reflects all the dimensions and factors of the service or product offering
that produce benefits for customers in line with opinions from (Tjiptono, 2002). The management of PT Buana Lintas Lautan Tbk must
implement a strategy to maintain and improve the quality of service to
charterers by focusing on market search and balancing it with service quality
that creates profits for customers, which in general generates steady income
benefits and will also increase. This is also in line with research from (Kwak et al., 2016; Hwang et al., 2012; Yuen &
Van Thai, 2015; and Handayani, 2016), which
states that service quality has a positive and significant effect on customer
loyalty. The increasing quality of service will lead to increased customer
loyalty.
5. The price of charter ships has a direct and significant negative effect on
customer loyalty
Loyal customers, where they no longer pay for the charter of the vessels
but also the loyalty they generate because of the services they get from PT Buana Lintas Lautan Tbk. The lower
the price issued by the customer or offered in participating in the tender and
PT Buana Lintas Lautan Tbk offers the boat charter price to be the best price
and compete with the prices offered by competitors, consumer loyalty will
increase. If the price set is higher than competitors and does not follow the
current project tender, customer loyalty will also be disrupted and even
decrease. With the suitability of prices, affordability and the similarity of
benefits and prices offered to customers are one of the factors for the
emergence of customer loyalty, so that when PT
Buana Lintas Lautan Tbk can later set the boat rental price slightly
higher, or there is an increase, customers will also be loyal and remain loyal.
This is also in line with the theory, which states that the formulation and
strategy of pricing can be classified into five parts, namely pricing,
discounting, discriminatory, product mix and promotion (Kotler
& Armstrong, 2018).
������ This is evident from the repeated
use of services from PT Buana Lintas
Lautan Tbk by oil and gas energy producers or suppliers such as PT Pertamina (Persero), which continues
to use PT Buana Lintas Lautan Tbk in
several gases and oil delivery projects for the needs of people throughout
Indonesia for more than 20 years. They reasoned that the boat rental price
offered by PT Buana Lintas Lautan Tbk
was very competitive and provided an opportunity. According to research, it is
also evident from
(Laely, 2016; Ali Arval, 2017; and �Handayani, 2016), who states that price has a negative and significant
effect on customer loyalty.
6. Ship management directly has a positive and significant impact on customer
loyalty.
The results of this study indicate that ship management can increase
charterer or customer loyalty, such as PT
Pertamina (Persero), where better ship management will undoubtedly increase
customer loyalty. This also indicates that most respondents agree that the ship
management carried out by PT Buana Lintas
Lautan Tbk in terms of operational management, technical management and
legal compliance, documents and certificates are very well maintained and
following national and international class and standards, meaning from all
sides. The dimension of ship management gives good value to ship management and
its impact on increasing customer loyalty. This means that ship management from
PT Buana Lintas Lautan Tbk can
increase customer loyalty.
Ship management reflects all the dimensions and factors of managing or
perfectly organizing ships. According to international terms, conditions and
standards that generate benefits for customers who use the services of PT Buana Lintas Lautan Tbk, this is
under what (Kwak
et al., 2016) which states that good ship management will increase customer loyalty
because customers will feel safe and comfortable using ships from ship
providers if ship management is by international security and safety standards.
The research of (Hwang
et al., 2012) also stated that the ship management system affects management performance
in terms of customer loyalty. As well as research from (Yuen
& Van Thai, 2015), Ship management affects customer loyalty in shipping companies based on
operational, technical and complete certificates and seaworthiness documents.
7. Service quality indirectly has a positive and significant effect on
customer loyalty through customer satisfaction.
Service quality is a comparison between the quality expected by the customer
and the service or product received by the customer, and this is a service from
PT Buana Lintas Lautan Tbk. The
service quality is excellent and satisfying if the service received or
perceived is requested, needed, and expected by customers from PT Buana Lintas Lautan Tbk. The
excellent service quality in the Company will create satisfaction for its
customers. After customers get satisfied with the services they receive,
customers will compare the services provided by other companies. If the
customer is satisfied, there will be a sense of loyalty to the Company, which
is manifested in repeat purchases and believes that PT Buana Lintas Lautan Tbk has the best brand or sea transportation
company for transporting oil and gas.
The strategy to retain customers with loyalty from customer satisfaction
with the Company's ability to service quality is one. In this study, PT Buana
Lintas Lautan Tbk managed to find out that respondents have a high sense of
satisfaction and loyalty to the Company. This is also in line with research
from (Kwak et al., 2016; Hwang et al., 2012; Yuen &
Van Thai, 2015; and Handayani, 2016), which states that service quality has a positive and
significant effect on customer loyalty from customer satisfaction.
8. The price of charter boats has an indirect and significant negative effect
on customer loyalty through customer satisfaction
Companies need to issue policies and price adjustments to charter vessels
to continue maintaining and increasing customer loyalty and satisfaction. The
price that has been issued to meet the expectations desired by the customer
becomes the emergence of customer satisfaction. With customer satisfaction that
arises, it will appear and create customer loyalty. Suppose a company as a
customer is satisfied as a charterer from PT
Buana Lintas Lautan Tbk. In that case, it is very likely to become a loyal
customer to the Company for an extended period or a lengthy contract. The
results of this study are also by proven research from (Laely, 2016; Ali Arval, 2017; and �Handayani, 2016), which states that price has a negative and significant
effect on customer loyalty through customer satisfaction.
9. Ship management indirectly has a positive and significant effect on
customer loyalty through customer satisfaction.
Customer satisfaction is the level of customer feeling after comparing what
is received and his expectations. This means that ship management from PT Buana Lintas Lautan Tbk can increase
customer satisfaction and loyalty. The results of this study indicate that ship
management can increase charterer or customer loyalty, such as PT Pertamina (Persero), where better
ship management will undoubtedly increase customer loyalty through customer
satisfaction. This also indicates that most respondents agree that the ship
management carried out by PT Buana Lintas
Lautan Tbk in terms of operational management, technical management and
legal compliance, documents and certificates are very well maintained and by
national and international class and standards, meaning from all sides. The
ship management dimension gives good value to ship management and increases
customer loyalty through customer satisfaction.
Ship management reflects all the dimensions and factors of managing or
perfectly organizing ships. According to international terms, conditions and
standards that generate benefits for customers who use the services of PT Buana Lintas Lautan Tbk, this is by
what (Kwak
et al., 2016) states that good ship management will increase customer loyalty because
customers will feel safe and comfortable using ships from ship providers if
ship management is by international security and safety standards and this
creates a sense of satisfaction, which triggers the emergence of loyalty. The
research of (Hwang
et al., 2012) also stated that the ship management system affects management performance
seen from customer loyalty through customer satisfaction. As well as research
from (Yuen
& Van Thai, 2015), Ship management affects customer loyalty and customer satisfaction in
shipping companies based on operational, technical and complete certificates
and seaworthiness documents.
10. Customer satisfaction indirectly has a positive and significant effect on
customer loyalty
Customers are satisfied after using the services or ships from PT Buana Lintas Lautan Tbk because of
the quality of services provided, the price of ship rentals offered, and the
ship management has done very well by PT
Buana Lintas Lautan Tbk and by the expectations and desires of customers.
The higher customer satisfaction with PT Buana Lintas Lautan Tbk services can
increase customer loyalty. This indicates that customer loyalty from suppliers
of oil and gas producers such as PT
Pertamina (Persero) to energy transport vessels from PT Buana Lintas Lautan Tbk is very dominant in influencing customer
satisfaction as an intervening variable. So it can be concluded that the
customer satisfaction of PT Buana Lintas
Lautan Tbk can be continuously improved, so customer loyalty is in a
perfect position.
It should be noted that customer satisfaction will be analyzed in
relationship marketing or marketing management in the Company. Thus, companies
must maintain long-term relationships with customers. Expect perfect quality
from the primary services provided and add benefits to continue a relationship.
Customer satisfaction that arises from customer perceptions of the service
performance of PT Buana Lintas Lautan Tbk
creates a desire for customers to return to using the services of PT Buana Lintas Lautan Tbk's ships
again. So this indicates that if there is an increase in customer satisfaction
for customers or charterers who use or lease back PT Buana Lintas Lautan Tbk vessels, then customer loyalty will
increase.
The existence of customers who are loyal to the use of PT Buana Lintas Lautan Tbk's vessels is very much needed so that
the Company can continue and develop while trying to retain these customers.
This is a far more effective strategy than attracting new markets back. The
Company has a loyal customer base and base, which means that it is the same as
obtaining certainty to achieve continuous income into the future. (Amron &
Mahmud 2017). Because loyal customers are expected to continue to make transactions in
the future. This study is by research conducted by many researchers, such as Arval Ali
(2018), and Prasito (2020), which explain that customer satisfaction has a very positive effect on
customer loyalty. Satisfied customers or charterers usually have resistance to
the negative influence of the Company.
CONCLUSION
After the author conducted a discussion in the previous chapter, the
writer in this chapter will try to draw a conclusion based on the description above.
Quality of service directly has a positive effect on customer
satisfaction. The customer or charterer views that the Quality of the services
provided by PT. Buana Lintas Lautan Tbk's
sea transportation services is by the expectations desires and supports the
customer's business sector.
Ship rental prices directly hurt customer satisfaction. The
application of the right boat rental price and the implementation of business
or project tenders is an essential factor in determining satisfaction for consumers. If the rental price is higher, the attractiveness and
customer satisfaction will decrease.
Ship Management directly has a positive effect on customer satisfaction.
Ship management improves customer satisfaction by planning, managing and
controlling ships very well and seaworthy according to international shipping
standards and supporting the business processes of customer companies.
�Service quality directly has a
positive effect on customer loyalty. Customers are satisfied with the Quality
of service provided by PT. Buana Lintas
Lautan Tbk. where the quality of service is higher, customer loyalty will
also be higher.
�Ship rental prices directly have a
positive effect on customer loyalty. This means that customers will become
loyal when the price offered is by the service received by the customer.
�Ship Management has a direct
positive effect on customer loyalty. This means that in carrying out ship
management, PT. Buana Lintas Lautan Tbk
makes customers feel safe and comfortable when carrying out the business
process of delivering sea transportation goods using ships from PT. Buana
Lintas Lautan Tbk and finally creating customer loyalty to use ships from PT. Buana Lintas Lautan Tbk to enter
into the customer's business processes.
�Service quality indirectly has a
positive effect on customer loyalty through customer satisfaction.
Customer satisfaction fully mediates the effect of service quality on customer
loyalty. This causes the higher the Quality of service provided by P.T. Buana
Lintas Lautan Tbk, the more satisfied and subsequently the higher the loyalty
of the customer or charterer.
Ship rental prices
indirectly have a positive effect on customer loyalty through customer
satisfaction. Customer satisfaction fully mediates the effect of price on
customer loyalty. The price offered by PT.
Buana Lintas Lautan Tbk is proportional to customers' benefits,
expectations, desires, and smooth business processes.
�Ship Management indirectly positively affects
customer loyalty through customer satisfaction. Customer satisfaction fully
mediates the influence of ship management on customer loyalty. This makes the
better ship management carried out by PT.
Buana Lintas Lautan Tbk; the more confident customers are in using the
services or ships of PT. Buana Lintas
Lautan Tbk.
Customer satisfaction
directly has a positive effect on customer loyalty. This means that customers
are satisfied after using the services or ships from PT. Buana Lintas Lautan Tbk because of the quality of service
provided, the price of ship rentals offered and the ship management that is
done very well by PT. Buana Lintas Lautan
Tbk and by the expectations and desires of customers.
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