Effect of Customer Satisfaction, Trust, Information Sharing, Switching Barrier and Relationship Bond on Customer Loyalty of Professional Services Company: Empirical Study on Independent Sun'cyor Services Industry in Indonesia

Abstract

1 he competition of independent swveyor services mciustry m Indonesia m the future is very challenging. This service industry still protected by the government to impose restrictions on the activities of foreign independent surveyor services cornpanies to operate in Indonesia. Developing of customer loyalty will ensure a long-teim relationship between service providers and customers. This study aimed to develop a relationship of customer satisfaction, trust, information sharing, switching barriers and relationship bond to ~ustomer loyalty in the professional services of coal independent surveyors companies in Indonesia using Relationship Marketing perspective. Testing the hypothesis made on the relationship between 5 variables to customer loyalty. Data compiled from 200 questionnaires completed by corporate decision-makers from 51 exporters and coal trading company in Indonesia and analyzed using the Structural Equation Model (SEM). The results of the study show that the customer loyalty of coal independent swveyor influenced by satisfaction, trust information sh;itring, switching harrier and relationshlp bond. Customer S~ti~factinn anr1 Information Sh~ring also affects customer loyalty through trust. All variables has significam effect on customer loyalty v.ith the greatest influence on the relationship bond.