Title: THE INFLUENCE OF SERVICE QUALITY ON CUSTOMER LOYALTY PT DYANDRA PROMOSINDO: THE MODERATION EFFECT OF INTERACTIONAL JUSTICE, (Case Study: Indonesia International Motor Show in Jakarta)
Author: Yusuf Karim Ungsi
Item Type : Thesis (Thesis)
Affiliations: Master of Management Science Study Program, Faculty of Economics and Business, Universitas Airlangga , Surabaya, Indonesia
Publisher: Universitas Airlangga
Abstract
An exhibition is an activity that brings together sellers and buyers and other related parties to view and/or sell products, services and other resources in a particular industry or to the general public, which can be scheduled separately or simultaneously held with other activities, one of which is The promotional strategy that entrepreneurs often use to introduce their products is by participating in exhibitions. This research analyzes service quality which is divided into three types of quality, namely interaction quality, physical environment quality, and results quality at exhibitions based on the perceptions of exhibitors at the Indonesia International Motor Show (IIMS) in Jakarta and adds an element of interactional justice in moderating the relationship between overall service quality. on consumer loyalty. This research used Partial Least Square (PLS) with a total of 105 respondents. The results of the research show that interaction quality does not influence overall service quality, environmental quality influences overall service quality, outcome quality influences overall service quality, overall service quality influences loyalty and interactional justice does not moderate the relationship between overall service quality and loyalty.
Keywords: Perceived Service Quality, Interactional Justice, Customer Loyalty
Sources: http://repository.unair.ac.id/39038/
