THE EFFECTS OF SERVICE QUALITY, CUSTOMER SATISFACTION, TRUST, AND PERCEIVED VALUE TOWARDS CUSTOMER LOYALTY
Abstract: This purpose of the
research is to examine the effects of service quality, customer satisfaction,
trust, and perceived value towards customer loyalty in KJKS BMT Bondho Tumoto
Semarang. The sample was taken by using incidental sampling techniques and it
had 98 customers. The data was analyzed by multiple linier regressions. Test
results in partial show that service quality, trust and perceived value gave
positive and significant effect towards customers’ loyalty. In contrast,
customer satisfaction did not have significant effect towards customers’
loyalty. Then, simultaneous testing show that service quality, customer
satisfaction, trust and perceived value gave significant effects towards
customers’ loyalty. This study found that from those variables, trust variable
gave the biggest effect towards customers’ loyalty.
Author: Tanisah, Ida Maftukhah
Journal Code: jpmanajemengg150036
