THE INFLUENCE OF SERVICE QUALITY, TRUST AND CUSTOMER SATISFACTION TOWARD CUSTOMER LOYALTY IN ASTRA CREDIT COMPANY (ACC) MANADO

THIOPAN, MUGI GREGORIUS and Merung, Harli and Montolalu, Apolinaris Abdon (2019) THE INFLUENCE OF SERVICE QUALITY, TRUST AND CUSTOMER SATISFACTION TOWARD CUSTOMER LOYALTY IN ASTRA CREDIT COMPANY (ACC) MANADO. Skripsi thesis, UNIVERSITAS KATOLIK DE LA SALLE.

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Official URL: http://digilib.unikadelasalle.ac.id/

Abstract

Customer loyalty is an absolute demand for the company to ensure the Customer loyalty is an absolute demand for the company to guarantee its survival in its business, because customer loyalty is the culmination of business achievement. By getting loyal customers, it can create a big opportunity for the office to expand its marketing network and maintain the survival of the company.
This research is intended to find out how the influence of Service Quality, Trust, and Satisfaction on Customer Loyalty. The type of data used in this study is quantitative in the form of a questionnaire from the Office of Astra Credit Company (ACC) Manado. The source of data in this study was obtained through primary data with a sample size of 190.
The results of the study, the Ttable obtained was 1960 and the value of service quality (X1) = 1,153, Trust (X2) = -1,342, and Customer Satisfaction (X3) = 4,826. The results of the t test show that the Tcount value of X1 and X2 < Ttable, this means that X1 and X2 do not have a significant influence on customer loyalty and X3 has a significant influence on customer loyalty. From the results of the Ftest it was found that Fcount (21,400)> Ftable (8.54). Then the conclusion of Service Quality (X1), Trust (X2), Customer Satisfaction (X3) together has a significant effect on customer loyalty at the ACC Manado Office.

Keywords: Service Quality, Trust, Customer Satisfaction, Loyalty

Item Type:

Thesis (Skripsi)

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