Product Attributes and Customer Satisfaction

Oct 13, 2025 by magicalceylontours.com 114 views

Introduction

The land transportation service industry is currently experiencing rapid development, with more and more transportation service companies competing to offer similar products. To win the competition, these companies also adapt to technological changes, especially in the field of land transportation. In this context, understanding the factors that influence customer satisfaction and loyalty is crucial for companies to survive in the increasingly competitive market. This study examines the effect of product attributes and service quality on customer satisfaction, as well as its impact on customer loyalty in CV. Medan Taxi Paradep.

Background of the Study

The land transportation service industry is a highly competitive market, with many companies offering similar products and services. To differentiate themselves and attract customers, companies need to focus on providing high-quality services and products that meet the needs and expectations of their customers. In this study, we focus on the role of product attributes and service quality in influencing customer satisfaction and loyalty in CV. Medan Taxi Paradep.

Methodology

This study uses a causal approach (cause-effect) by involving product attribute variables and service quality as exogenous variables, customer satisfaction as intervening variables, and customer loyalty as endogenous variables. Research data were obtained through the distribution of questionnaires to 100 CV customers. Medan Taxi Paradep. Data analysis was carried out using Structural Equation Modeling (SEM) with the help of the Moment of Structural Analysis (AMOS) program.

Results

The results of this study show that:

Product Attributes and Customer Satisfaction

Product attributes have a positive and significant influence on customer satisfaction. Meaning, the better the product attributes offered, such as cleaning and vehicle safety, the higher customer satisfaction.
Service quality has a positive and significant influence on customer satisfaction. This shows that good service, such as the friendliness and professionalism of the driver, has a major effect on customer satisfaction.

Service Quality and Customer Loyalty

Service quality has a positive and significant influence on customer loyalty. This finding shows that good service quality, such as timeliness and route, encourage customers to use CV services. Medan Taxi Paradep repeatedly.
Product attributes do not have a positive and significant influence on customer loyalty. This shows that product attributes are not enough to build customer loyalty. Other factors such as service quality play an important role.

Customer Satisfaction and Customer Loyalty

Customer satisfaction has a positive and significant influence on customer loyalty. This result shows that customer satisfaction is the main factor that encourages customer loyalty.

Implications for CV. Medan Taxi Paradep

The results of this study provide some important implications for CV. Medan Taxi Paradep:

Prioritizing Service Quality

Research shows that service quality plays an important role in building customer loyalty. CV. Medan Taxi Paradep needs to focus on improving service quality, such as the hospitality of the driver, the timeliness, and the cleanliness of the vehicle.

Increase Product Attributes

Although product attributes do not directly affect loyalty, good product attributes will increase customer satisfaction, which will ultimately encourage loyalty. CV. Medan Taxi Paradep needs to ensure that the vehicles used are in good condition, safe, and comfortable for customers.

Build Customer Retention Strategies

Important for CV. Medan Taxi Paradep to build customer retention strategies. This strategy can be in the form of loyalty programs, giving discounts, or rewards to loyal customers.

Conclusion

This study provides a clear picture of the factors that influence customer loyalty of land transportation services. By paying attention to the results of this study, CV. Medan Taxi Paradep can develop the right strategy to increase customer satisfaction and loyalty, so that it can survive in competition in the increasingly competitive land transportation service industry.

Recommendations

Based on the findings of this study, we recommend that CV. Medan Taxi Paradep:

Focus on improving service quality to build customer loyalty.
Increase product attributes to increase customer satisfaction.
Build customer retention strategies to retain loyal customers.

Limitations of the Study

This study has some limitations, including:

The sample size is limited to 100 customers.
The study only focuses on CV. Medan Taxi Paradep and may not be generalizable to other land transportation service companies.

Future Research Directions

Future research can build on this study by:

Investigating the role of technology in influencing customer satisfaction and loyalty in land transportation services.
Examining the impact of customer retention strategies on customer loyalty in land transportation services.

By understanding the factors that influence customer satisfaction and loyalty, land transportation service companies can develop effective strategies to increase customer satisfaction and loyalty, and ultimately, survive in the competitive market.

Q: What is the main objective of this study?

A: The main objective of this study is to examine the effect of product attributes and service quality on customer satisfaction, as well as its impact on customer loyalty in CV. Medan Taxi Paradep.

Q: What is the methodology used in this study?

A: This study uses a causal approach (cause-effect) by involving product attribute variables and service quality as exogenous variables, customer satisfaction as intervening variables, and customer loyalty as endogenous variables. Research data were obtained through the distribution of questionnaires to 100 CV customers. Medan Taxi Paradep. Data analysis was carried out using Structural Equation Modeling (SEM) with the help of the Moment of Structural Analysis (AMOS) program.

Q: What are the key findings of this study?

A: The key findings of this study are:

Product attributes have a positive and significant influence on customer satisfaction.
Service quality has a positive and significant influence on customer satisfaction.
Service quality has a positive and significant influence on customer loyalty.
Product attributes do not have a positive and significant influence on customer loyalty.
Customer satisfaction has a positive and significant influence on customer loyalty.

Q: What are the implications of this study for CV. Medan Taxi Paradep?

A: The implications of this study for CV. Medan Taxi Paradep are:

Prioritize service quality to build customer loyalty.
Increase product attributes to increase customer satisfaction.
Build customer retention strategies to retain loyal customers.

Q: What are the limitations of this study?

A: The limitations of this study are:

The sample size is limited to 100 customers.
The study only focuses on CV. Medan Taxi Paradep and may not be generalizable to other land transportation service companies.

Q: What are the future research directions based on this study?

A: Future research directions based on this study are:

Investigating the role of technology in influencing customer satisfaction and loyalty in land transportation services.
Examining the impact of customer retention strategies on customer loyalty in land transportation services.

Q: What are the practical implications of this study for land transportation service companies?

A: The practical implications of this study for land transportation service companies are:

Focus on improving service quality to build customer loyalty.
Increase product attributes to increase customer satisfaction.
Build customer retention strategies to retain loyal customers.

Q: What are the theoretical implications of this study?

A: The theoretical implications of this study are:

The study contributes to the existing literature on customer satisfaction and loyalty in land transportation services.
The study provides a framework for understanding the factors that influence customer satisfaction and loyalty in land transportation services.

Q: What are the managerial implications of this study?

A: The managerial implications of this study are:

Managers of land transportation service companies should prioritize service quality to build customer loyalty.
Managers of land transportation service companies should increase product attributes to increase customer satisfaction.
Managers of land transportation service companies should build customer retention strategies to retain loyal customers.

Q: What are the future research directions for this study?

A: Future research directions for this study are:

Investigating the role of technology in influencing customer satisfaction and loyalty in land transportation services.
Examining the impact of customer retention strategies on customer loyalty in land transportation services.

Q: What are the limitations of this study in terms of generalizability?

A: The limitations of this study in terms of generalizability are:

The study only focuses on CV. Medan Taxi Paradep and may not be generalizable to other land transportation service companies.
The sample size is limited to 100 customers.

Q: What are the future research directions for this study in terms of methodology?

A: Future research directions for this study in terms of methodology are:

Using a larger sample size to increase the generalizability of the study.
Using a different methodology, such as a qualitative approach, to gain a deeper understanding of the factors that influence customer satisfaction and loyalty in land transportation services.