Investigating the Role of Customer Value and Trust as Mediators in Flexibility’s Effect on Customer Loyalty

Dr. G.K. Sharma; Dr. Sourabh Sharma

doi:10.36676/urr.v11.i3.1378

Authors

Dr. G.K. Sharma Assistant Professor, Gwalior
Dr. Sourabh Sharma Independent Researcher, India

DOI:

https://doi.org/10.36676/urr.v11.i3.1378

Keywords:

Flexibility, Customer Value, Customer Trust

Abstract

This study was divided into 3: exploratory research, descriptive research, and explanatory research. The quantitative approach of this study uses a survey method by taking samples from the population. This is a latent variable that is measured using a survey tool in the form of a survey. The survey was conducted by distributing questionnaires to the respondents. This research was conducted at PT. Nusa Prima Logistics Terminal Teluk Lamong by taking primary data, in the form of assessments or perceptions from respondents, so a survey was conducted by submitting a questionnaire directly to PT. Nusa Prima Logistics Terminal Teluk Lamong as 194 respondents. Quantitative data analysis was performed using Structural Equation Modeling (SEM) to answer the research hypothesis.

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