PENGARUH KUALITAS PELAYANAN, KEPERCAYAAN DAN KEPUASAN KONSUMEN TERHADAP LOYALITAS KONSUMEN MAXIM DI KOTA BATAM

Abstract

This study aims to examine the effect of service, trust and customer satisfaction on customer loyalty. The object of this research is Maxim consumers. The population in this study is unknown. Sampling in this study using purposive sampling as many as 105 respondents. Meanwhile, the data analysis technique has been done by using multiple regressions analysis with the instrument of SPSS. Service quality variable regression coefficient (X1) has a value of 0.302. The trust variable regression coefficient (X2) has a value of 0.175. The regression coefficient for the consumer satisfaction variable (X3) has a value of 0.280.The result of this research states that service quality has a significant effect on Maxim consumer loyalty in Batam city. Service quality, trust and customer satisfaction together have a significant effect on Maxim customer loyalty in the city of Batam. The test results of Service Quality, Trust and Customer Satisfaction are seen in the F test, the greater is 99.416> 3.09 (f table) and a significance value of 0.000. <0.05

Keywords: service quality; trust ; customer satisfaction ; customer loyalty