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All Journal Budapest International Research and Critics Institute-Journal (BIRCI-Journal): Humanities and Social Sciences
Nilam Cahaya Safitri
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Religion Arts Humanities Economics, Econometrics & Finance Social Sciences

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The Effect of Customer Trust and Satisfaction on Customer Loyalty Moderated by Service Quality Ari Soeti Yani; Nilam Cahaya Safitri
Budapest International Research and Critics Institute-Journal (BIRCI-Journal) Vol 5, No 2 (2022): Budapest International Research and Critics Institute May
Publisher : Budapest International Research and Critics University

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.33258/birci.v5i2.5303

Abstract

This study aims to determine the effect of Trust and Ssatisfaction on Customer Loyalty moderated by Service Quality. The population in this study were customers at UD Santan Kelapa. The sample of this research is 100 customers of UD Santan Kelapa. This type of method is made using a quantitative approach and uses a questionnaire that is filled in directly by 100 respondents and then processes the data using Smart Partial Least Square (PLS). Statistical results from research data show that customer trust has a positive and significant effect on customer satisfaction, customer trust has a negative and insignificant effect on customer loyalty, customer satisfaction has a positive and significant effect on customer loyalty, service quality has a negative and insignificant impact on loyalty customers, service quality that moderates customer trust and customer satisfaction has a strong relationship with customer loyalty to UD Santan Kelapa customers.
Co-Authors Ari Soeti Yani