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All Journal JDM (Jurnal Dinamika Manajemen)
Tanisah Tanisah, Tanisah
Fakultas Ekonomi, Universitas Negeri Semarang
Decision Sciences, Operations Research & Management

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Journal : JDM (Jurnal Dinamika Manajemen)

 1 
THE EFFECTS OF SERVICE QUALITY, CUSTOMER SATISFACTION, TRUST, AND PERCEIVED VALUE TOWARDS CUSTOMER LOYALTY Tanisah, Tanisah; Maftukhah, Ida
Jurnal Dinamika Manajemen Vol 6, No 1 (2015): March 2015 (DOAJ Indexed)
Publisher : Department of Management, Faculty of Economics, Semarang State University, Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.15294/jdm.v6i1.4296

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.
The Effects of Service Quality, Customer Satisfaction, Trust, and Perceived Value towards Customer Loyalty Tanisah, Tanisah; Maftukhah, Ida
JDM (Jurnal Dinamika Manajemen) Vol 6, No 1 (2015): March 2015 (DOAJ Indexed)
Publisher : Department of Management, Faculty of Economics, Universitas Negeri Semarang

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.15294/jdm.v6i1.4296

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.
The Effects of Service Quality, Customer Satisfaction, Trust, and Perceived Value towards Customer Loyalty Tanisah, Tanisah; Maftukhah, Ida
JDM (Jurnal Dinamika Manajemen) Vol 6, No 1 (2015): March 2015
Publisher : Department of Management, Faculty of Economics and Business, Universitas Negeri Semarang

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.15294/jdm.v6i1.4296

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.
Co-Authors Ida Maftukhah