Analysis of Classification Society Service Quality Impact on Customer Loyalty Through Co-Creation, Co-Production in Shipbuilding Projects
DOI:
https://doi.org/10.31941/pj.v24i1.6055Keywords:
Service quality, Co-creation, Co-production, Customer loyalty, Classification societyAbstract
This study investigates the impact of classification societies on customer loyalty in Indonesia's shipbuilding industry, focusing on service quality, co-creation, and co-production. Classification societies establish and enforce technical standards for ship design, construction, and operation. The research evaluates how service quality influences customer loyalty, mediated by co-creation and co-production. A quantitative approach was applied, collecting data from 200 customers of PT. Biro Klasifikasi Indonesia (BKI) and analyzing it using Partial Least Squares Structural Equation Modeling (PLS-SEM). The findings indicate a significant positive relationship between service quality and customer loyalty, with co-production exerting a stronger influence than co-creation. The study underscores the importance of effective collaboration and high-quality services in fostering trust and satisfaction. It offers valuable insights for classification societies to enhance strategies, particularly in providing responsive and reliable services.
Downloads
References
Albuquerque, R. P., dan J. J Ferreira. “Service quality, loyalty, and co-creation behaviour: a customer perspective.” International Journal of Innovation Science 14, no. 1 (2022): 157–176. https://doi.org/https://doi.org/10.1108/IJIS-06-2021-0101.
Basarudin Asfahani, M., Wijaya, C. “Enhancing Customer Loyalty at the Indonesian Classification Bureau through Satisfaction Creation with Service Innovation and Service Quality.” International Journal of Science and Society 6, no. 2 (2024). http://ijsoc.goacademica.com.
Brandsen, T., dan M Honingh. “Distinguishing Different Types of Coproduction: A Conceptual Analysis Based on the Classical Definitions.” Public Administration Review 76, no. 3 (2016): 427–435. https://doi.org/https://doi.org/10.1111/puar.12465.
Charni, H., I. Brun, dan L Ricard. “Impact of employee job satisfaction and commitment on customer perceived value: An original perspective.” International Journal of Bank Marketing 38, no. 3 (2020): 737–755. https://doi.org/https://doi.org/10.1108/IJBM-03-2019-0097.
Diderich, C. “An axiomatic model towards understanding value creation and appropriation in demand-driven markets.” Journal of Strategy and Management 17, no. 2 (2024): 375–390. https://doi.org/https://doi.org/10.1108/JSMA-11-2023-0299.
Fulconis, F., dan R Lissillour. “Toward a behavioral approach of international shipping: a study of the inter-organisational dynamics of maritime safety.” Journal of Shipping and Trade 6, no. 1 (2021). https://doi.org/https://doi.org/10.1186/s41072-021-00092-4.
Gaskin, J., Ogbeibu, S., Lowry, P. B. Demystifying Prediction in Mediation Research and the Use of Specific Indirect Effects and Indirect Effect Sizes. Partial Le. Springer International Publishing, 2023. https://doi.org/https://doi.org/10.1007/978-3-031-37772-3_8.
Ghozali, I., dan H Latan. Partial least squares konsep, teknik dan aplikasi menggunakan program smartpls 3.0 untuk penelitian empiris. 1st ed. Badan Penerbit UNDIP, 2015.
Goh, L.-B., dan T Leung YIP. “A Way Forward for Ship Classification and Technical Services,” 2014. https://doi.org/https://doi.org/10.1016/j.ajsl.2014.04.003&domain=pdf.
Hair, J. F., G. T. M. Hult, C. M. Ringle, M. Sarstedt, N. P. Danks, dan S Ray. Partial Least Squares Structural Equation Modeling (PLS-SEM) Using R. Springer International Publishing, 2021. https://doi.org/https://doi.org/10.1007/978-3-030-80519-7.
Hair, J. F., J. J. Risher, M. Sarstedt, dan C. M Ringle. “When to use and how to report the results of PLS-SEM.” European Business Review 31, no. 1 (2019): 2–24. https://doi.org/https://doi.org/10.1108/EBR-11-2018-0203.
Hanifawati, T., dan C Yudin. “Dampak Co-Creation pada Pemasaran Produk Pangan Online Terhadap Loyalitas dengan Mediasi Kepuasan pada Pelanggan Sayurbox.” Media Agribisnis 6, no. 1 (2022): 38–49. https://doi.org/https://doi.org/10.35326/agribisnis.v6i1.2307.
Hariyanto, E. “The Influence of Brand Experience Through Brand Trust and Brand Satisfaction Toward Brand Loyalty Consumer at Carl’s Jr Surabaya.” In Petra Business & Management Review 4, no. 2 (2018).
Henseler, J., T. K. Dijkstra, M. Sarstedt, D. W. Ringle, C. M., Diamantopoulos, A., Straub, D. J. Ketchen, J. F. Hair, G. T. M. Hult, dan R. J Calantone. “Common Beliefs and Reality About PLS: Comments on Rönkkö and Evermann (2013).” Organizational Research Methods 17, no. 2 (2014): 182–209. https://doi.org/https://doi.org/10.1177/1094428114526928.
Henseler, J., C. M. Ringle, dan R. R Sinkovics. “The use of partial least squares path modeling in international marketing,” 2009, 277–319. https://doi.org/https://doi.org/10.1108/S1474-7979(2009)0000020014.
Kholick, A., dan T. S Kaihatu. “Analysis of the Effect of Service Quality on Corporate Image and Service Usage Decisions at PT. Biro Klasifikasi Indonesia (Persero).” International Journal of Review Management Business and Entrepreneurship (RMBE) 1, no. 2 (2021): 102–113. https://doi.org/https://doi.org/10.37715/rmbe.v1i2.2418.
Kretschmann, L. “Leading indicators and maritime safety: predicting future risk with a machine learning approach.” Journal of Shipping and Trade 5, no. 1 (2020). https://doi.org/https://doi.org/10.1186/s41072-020-00071-1.
Lusch, R. F., dan S. L Vargo. “Service-dominant logic: reactions, reflections and refinements.” Marketing Theory 6, no. 3 (2006): 281–288. https://doi.org/https://doi.org/10.1177/1470593106066781.
Maduka, O. B. “Effects of Customer Value Co-Creation on Customer Loyalty in the Nigerian Service Industry.” International Journal of Business and Management 11, no. 2 (2016): 77. https://doi.org/https://doi.org/10.5539/ijbm.v11n12p77.
Manea, M.-G., dan E Manea. “Shipbuilding—An Analysis from the Perspective of Enterprise Resources Planning System.” World Journal of Engineering and Technology 11, no. 1 (2023): 81–112. https://doi.org/https://doi.org/10.4236/wjet.2023.111008.
Nguyen, H. S. “The impact of value co-creation behavior on customer loyalty in the service domain.” Heliyon 10, no. 9 (2024). https://doi.org/https://doi.org/10.1016/j.heliyon.2024.e30278.
Parasuraman, A., V. A. Zeithaml, dan L. L Berry. “A Conceptual Model of Service Quality and Its Implications for Future Research.” Journal of Marketing 49, no. 4 (1985): 41–50. https://doi.org/https://doi.org/10.1177/002224298504900403.
Parman, dan Susanto. “Analisis Pengaruh Kualitas Pelayanan, Kualitas Produk Dan Citra Merek Terhadap Kepuasan Pelanggan Dan Dampaknya Pada Loyalitas Pelanggan Waroeng Spesial Sambal.” Journal of Business Theory and Implementation 7, no. 1 (2016). https://doi.org/https://doi.org/https://doi.org/10.18196/jbti.v7i1.2549.
Prahalad, C. K., dan V Ramaswamy. “Co-creation experiences: The next practice in value creation.” Journal of Interactive Marketing 18, no. 3 (2004): 5–14. https://doi.org/https://doi.org/10.1002/dir.20015.
Ramayah, T., J. A. L. Yeap, N. H. Ahmad, H. A. Halim, dan S. A Rahman. “Testing a Confirmatory model of Facebook Usage in SmartPLS using Consistent PLS.” International Journal of Business and Innovation 3 (2017): 1–14. http://www.theijbi.net/.
Rantung, E., E. Harianto, dan U Ciputra. “As-Syirkah: Islamic Economics & Finacial Journal Pengaruh Kepercayaan dan Kualitas Pelayanan Terhadap Minat Beli Ulang Melalui Kepuasan Pelanggan Sebagai Variabel Mediasi Pada SPBU di Makassar.” As-Syirkah: Islamic Economics & Finacial Journal 3, no. 3 (2024): 1406–1423. https://doi.org/https://doi.org/10.56672/assyirkah.v3i3.253.
Riduan, Akhmad, Tito Rachmanto, Garry Brumadyadisty, dan Siska Armawati. “Case Study on Public Service Responsibility Implementation in Surabaya via the Broadband Learning Centre Programme” 5, no. 2 (2024): 2789–2805.
Risher, Jeff, dan Joe Hair. “The Robustness of PLS Across Disciplines,” 1 Januari 2017.
Sadabadi, A. A., dan Z Rahimi Rad. “How can Cross-sector Partnership Promote Social Innovation?” Systemic Practice and Action Research 35, no. 4 (2022): 471–490. https://doi.org/https://doi.org/10.1007/s11213-021-09581-w.
Scheur, L Van De. “Customer satisfaction, trust and its influence on co-production and customer loyalty A study that demonstrates the effects per online and offline channel type in a service context,” 2017.
Septaningtyas Hidayat, Putri, Siska Armawati Sufa, dan Eny Ratnasari. “The Role of the Department of Human Resources Development in Employee Relations Activities in Family Business.” Jurnal Spektrum Komunikasi 9, no. 1 (2021): 45–66.
Sujarweni, Wiratna. Metodologi Penelitian : Lengkap, Praktis, dan Mudah Dipahami. Pustaka Baru Press, 2014.
Tenenhaus, M., S. Amato, dan V Esposito Vinzi. “A global goodness-of-fit index for PLS structural equation modelling.” Proceedings of the XLII SIS Scientific Meeting, 2004, 739–742.
Threesya Nurbianto, A., Febry Christian, T. “MARKETING STRATEGIES THROUGH PRODUCT AWARENESS, SERVICE QUALITY AND PRODUCT QUALITY ASSURANCE ON CONSUMER PURCHASING DECISIONS.” Journal of Research and Community Service 5, no. 4 (2024): 461–470. https://doi.org/http://devotion.greenvest.co.id.
Tynan, C., S. McKechnie, dan C Chhuon. “Co-creating value for luxury brands.” Journal of Business Research 63, no. 11 (2010): 1156–1163. https://doi.org/https://doi.org/10.1016/j.jbusres.2009.10.012.
Urban, W. “Service Design for Coproduced Service Excellence.” Social Sciences 86, no. 4 (2015). https://doi.org/https://doi.org/10.5755/j01.ss.86.4.7880.
Vargas, C., J. Whelan, J. Brimblecombe, dan S Allender. “Co-creation, co-design and co-production for public health: a perspective on definitions and distinctions.” Public Health Research and Practice 32, no. 2 (2022). https://doi.org/https://doi.org/10.17061/PHRP3222211.
Visman, E., K. Vincent, A. Steynor, I. Karani, dan E Mwangi. “Defining metrics for monitoring and evaluating the impact of co-production in climate services.” Climate Services 26, no. 100297 (2022). https://doi.org/https://doi.org/10.1016/j.cliser.2022.100297.
Widarso, Bekti Kumoro, dan Denpharanto Agung Krisprimandoyo. “The Effect of Service Quality, Reputation, and Perceived Price on Purchase Decisions with Customer Satisfaction as an Intervening Variable (Study on Parents of Students at Ciputra School Surabaya).” Sinergi : Jurnal Ilmiah Ilmu Manajemen 13, no. 2 (2023): 83–94. https://doi.org/10.25139/sng.v13i2.7103.
Wijaya, J., dan D Putra. “Sinar Dharmayana Putra / Relationships between Service Quality, Brand Image, Customer Satisfaction, and Customer Loyalty of UC Makassar from Student’s Perspective.” Journal Entrepreneur Dan Entrepreneurship 12, no. 2 (2023): 107–120.
Wijono, F. D., dan T. C Efrata. “Strengthening Customer Loyalty through Customer Engagement, Customer Experience, and Service Innovation.” Journal Entrepreneur Dan Entrepreneurship 12, no. 2 (2023). https://doi.org/https://doi.org/10.37715/jee.v12i2.4177.
Willits, F. K., G. L. Theodori, dan A. E Luloff. “Another Look at Likert Scales.” Journal of Rural Social Sciences 31, no. 3 (2016): 12–31. https://egrove.olemiss.edu/jrss.
Downloads
Published
Issue
Section
License
Copyright (c) 2025 Arifin Gustian Pramoko, Eric Harianto
This work is licensed under a Creative Commons Attribution 4.0 International License.
