Relationship Service Quality and Behavior Intentions: Favorable and Non-favorable Customers

Abstract

Customs clearance companies (EMKL) have important roles in international trades as mediator of transportation among exporters, importers, and shipping lines. The companies are facing high competitions in Tanjung Emas Port (Semarang) which affect the discreasing of companies numbers. Relationship between service quality and behavior intentions of customers is key factor to reach customer satisfaction. The main objective of this research is to analyze the relationship between service quality and behavior intention of favorable customers, the relationship between service quality and behavior intentions of non-favorable customers, and the relationship behavior intentions of favorable and non-favorable customers and service quality of custom clearance company. Sampels consisted of 100 exporters, testing empirical research using Multivariate Bivariate and one way analysis of variance (one way Anova). The result of this study showed that service quality had relationship with behavior intentions of favorable and non-favorable customers and behavior intentions of favorable and non-favorable had relationship on service quality. The findings indicate the importance of the service quality to create behavior intention in order to depend loyal customers.