Ikhsanti, Lailatul (2025) Pengaruh Relational Bonds (Social Bond, Structural Bond, dan Financial Bond) Terhadap Loyalitas Pelanggan Pada Perusahaan Logistik di PT Threelog Kencana Mandiri Batam. Undergraduate thesis, UPN "Veteran" Jawa Timur.
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Abstract
The logistics industry faces increasing competition, requiring companies to strengthen customer loyalty as a key factor for long-term success. This study aims to analyze the influence of relational bonds (social bond, structural bond, and financial bond) on customer loyalty at PT T, in Indonesia. Using a quantitative approach with a causal design, the study involved all 56 customers as respondents, selected through saturation sampling. Data were collected using a likert-scale questionnaire and analyzed with Partial Least Square-Structural Equation Modeling (PLS-SEM). The results show that all three variables have a positive and significant effect on customer loyalty, both partially and simultaneously, with social bond emerging as the most dominant factor. Together, the three variables explain 77% of the variation in customer loyalty, indicating a strong category. These findings highlight that loyalty in logistics services is shaped not only by emotional closeness and sense of trust but also by structured service systems as providing convenience and added value in services, as well as providing economic benefits that are directly felt by customers. Keywords : Social Bond, Structural Bond, Financial Bond, Customer Loyalty, Logistics
| Item Type: | Thesis (Undergraduate) | ||||||||
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| Subjects: | H Social Sciences > HD Industries. Land use. Labor > HD9980 Service Industries H Social Sciences > HE Transportation and Communications H Social Sciences > HF Commerce > HF5001 Business. Business Administration |
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| Divisions: | Faculty of Social and Political Sciences > Departement of Business Administration | ||||||||
| Depositing User: | Lailatul Ikhsanti | ||||||||
| Date Deposited: | 16 Sep 2025 04:34 | ||||||||
| Last Modified: | 16 Sep 2025 04:34 | ||||||||
| URI: | https://repository.upnjatim.ac.id/id/eprint/43568 |
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