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Journal : EKONOMIKA45

KUALITAS PELAYANAN DAN KEPERCAYAAN TERHADAP LOYALITAS PELANGGAN PT. SARANA BHAKTI TIMUR SURABAYA Rini Wahyuni; Indriana Kristiawati
EKONOMIKA45 :  Jurnal Ilmiah Manajemen, Ekonomi Bisnis, Kewirausahaan Vol. 6 No. 1 (2018): Desember: Jurnal Ilmiah Manajemen, Ekonomi Bisnis, Kewirausahaan
Publisher : Fakultas Ekonomi Universitas 45 Surabaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (486.222 KB) | DOI: 10.30640/ekonomika45.v6i1.78

Abstract

The purpose of this study was to determine Service Quality and Trust in Customer Loyalty PT. Sarana Bhakti Timur Surabaya. The population in this study is the service user of PT. Sarana Bhakti Timur, numbering 106 customers. Samples taken were 52 people. used as respondents in this study. Data analysis method used is multiple linear regression analysis, validity test and reliability test, using classical assumption deviation test and hypothesis testing. Based on the analysis and discussion, it can be concluded that the variable quality of service (X1) had a significant relationship on customer loyalty (Y) with t count equal to 5.668 is greater than t table of 2.00958, stating that the hypothesis to-1 in this research is proven true or can be accepted. With a significance level smaller than 0.05, the customer trust variable(X2) has a significant relationship to customer loyalty (Y) with tcount 2.485 greater than t table of 2.00958, with a significance level of less than 0.05, and service quality(X1) as well as customer trust (X2) together (simultaneously) has a significant relationship to the dependent variable, namely customer loyalty (Y), which means that overall service quality and customer trust variables have a relationship to customer loyalty variables so the hypothesis the second in this study proved the truth.
Co-Authors 'Aina Wafiq Abdullah Abdullah Adelia Mahrani Agustina Listiawati Ahmad Muhyani Rizalie Aida Fitriani, Aida Alifiyanti Muharramah Amelia Putri, Ira Andriani, Norsya Vitri Anggraeni, Egi Anita Herawati, Anita Ariwibowo, Catur Armeli Zulfa, Mahda Arselly, Sabrina Windy Arsil Azzah, Junis Afif Ulayya C Hardiyati Rukmana Cintana, Natasha Dally Rahman DESI KUMALA SARI Desi Kumalasari Desni Sagita, Yona Destiana, Elsa Dewi, Adinda Puspa Dewi, Meli Puspita Eko Setiawan, Agustinus El Hanif, Azka Esti Prajaningrum Evi Wijayanti Fadilah, Ika Nur Ferly Ardhy Fhatirisq, Incik Erick Fitria, Karin Tika Fitriyanti Gusril Halimatussa’diyah, Halimatussa’diyah Halimatussa’diyah, Halimatussa’diyah Hamid Mukhlis Harnida Wahyuni Adda Hestina, Novi Hikmah Ifayanti Iis Tri Utami Ika Friscila, Ika Ishaeni, Iyas Juni Ekawati Juwita Desri Ayu Kesumayusa, Khoirunnisa Khusuma Sapitri, Lina Komaini, Anton Kristiawati, Indriana laila kurniawati Linda Puspita LINDA PUSPITASARI - A11111054, LINDA PUSPITASARI Listiana, Endang Mareza Yolanda Umar Marshanda, Novi Maulidi Maulidi Mayantika Fitrisa Mufti Fahrizal Mulyantomo, Edy Mutia Hairani Nila Qurniasih Nisrina, Zalfaa Nopi Anggista Putri Nopi Anggista Putri, Nopi Anggista Noviyana Nur Aminudin Nurazizah, Amalia Siti Oktavianti, Rizky Primadevi, Inggit Psiari Kusuma Wardani Putri Arshella Putri, Cindyana Sabila Putri, Wahyuni Eka Ramadhanti, Dinda Rikma Ratri, Arda Rina Susanti Riskiani, Dini Rossy, Putri Amalia Salman Alfarisi Salimu Salwa, Akhla Sanjaya, Riona Saputra, Rio Sari, Juvita Sari, Wanda Fatika Septiara Erfika Putri Septika Yani Veronica Siti Maesaroh Siti Rohani Siti Rohani Sri Rahayu, Mariya Sri Sulistyaningsih SUMARNI Suryanti, Firma Dwi Suryawardana, Edy Syarah, Swari Tahta Herdian Andika Taufik Jamaan Taufik Taufik Tri Widayanti Vebri Sugiharto Winanti, Mira Wulandari, Rizki Yeni Yani Veronica, Septika Yona Desni Sagita Yunita Anggriani Zarya, Fiky Zonalentera, Inda