The Effect of Service Quality and Trust on Consumer Customer Retention Through Customer Commitment as an Intervening Variable in Container Loading and Unloading Services at PT Kaltim Kariangau Terminal

Abstract

Study This aim For test and analyze role Commitment Customer as variables mediation in influence connection between Quality Service and Trust Consumer to Retention Customers at the company service demolish fit container, study case at PT Kaltim Kariangau Terminal (KKT). Research model This based on the principles of Relationship Marketing, where retention term long achieved through bond strong commitment

Research methods used is quantitative with Structural Equation Modeling (SEM) approach based on Partial Least Square (PLS). Data were collected through questionnaire from [ Number of Samples] respondents who are management / representatives company users service demolish fit containers in KKT.

Research result show that Commitment Customer proven own influence positive and significant to Retention Customers (H3 accepted). More further testing mediation prove that Commitment Customer play a role as Mediation Full Mediation on the track Quality Service and Trust Consumer to Retention Customers (H6 and H7 accepted). This is supported by findings that influence direct Quality Service and Trust Consumer to Retention Customer is No significant.