Building Loyalty of Customs Bond Customer in West Java Indonesia

The aims of this research were to analyze and recognize the effect significance of product quality, agent competency, and trust to company on the loyalty of customs bond customer in West Java. The research was conducted by survey method to the customers of customs bond users in West Java. The research population was 238 importers and the sampling used purposive random sampling of 173 samples. The data collection technique used questionnaire and documentation. The data analysis used Structural Equation Modeling. The research results show that product quality and agent competency had significant effect on trust to company. Besides, product quality, agent competency, and trust to company had significant effect on customer loyalty. This research also shows that product quality and agent competency had indirect effect on customer loyalty through trust to company’s agent. The conclusion of this research shows that it is necessary to improve product quality and agent competency to improve customer loyalty. Keywords : quality, competency, trust, and loyalty