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THE INFLUENCE OF SERVICE QUALITY, PERCEIVED VALUE, AND CRM ON CUSTOMER LOYALTY: EVIDENCE FROM INDONESIA’S OIL AND CHEMICAL FREIGHT SHIPPING INDUSTRY

Indonesia’s oil and chemical freight shipping industry plays a critical role in national energy and petrochemical distribution within a highly regulated and high-risk environment, where operational reliability, safety, and regulatory compliance are essential. PT PCS Internasional (PCSI), a subsidiary of PT Humpuss Maritim Internasional Tbk (HUMI), has demonstrated strong performance through revenue growth, asset expansion, and international certifications; however, like many B2B maritime firms, it faces challenges in translating customer satisfaction into sustained loyalty. Prior research suggests that in hazardous logistics contexts, loyalty formation is not driven by service quality alone but is shaped by customers’ perceived value, relationship quality, and the effectiveness of CRM practices, particularly amid increasing digitalization and ESG demands. Addressing this gap, this study examines the integrated effects of service quality, perceived value, CRM, and customer satisfaction on customer loyalty in Indonesia’s oil and chemical shipping sector using PCSI as the empirical setting.

Availability
300078417841RLC MM (Rak Tesis)Available
Detail Information
Series Title
-
Statement of Responsibility
Call Number
7841
Publisher
Salemba, Jakarta : Magister Manajemen FEB UI.,
Collation
xii, 108 p. : ill. ; 30 cm.
Language
English
ISBN/ISSN
-
Classification
650
Content Type
text
Edition
-
Subject(s)
CRM
Customer Loyalty
Perceived Value
Service Quality
Specific Detail Info
-
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