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All Journal JURNAL BISNIS ADMINISTRASI DAN MANAJEMEN
mindie, giebriel rakha
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Economics, Econometrics & Finance Medicine & Pharmacology Transportation

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ANALISIS KUALITAS PELAYANAN DAN REPUTASI PERUSAHAAN TERHADAP LOYALITAS PELANGGAN DENGAN KEPERCAYAAN (TRUST) SEBAGAI VARIABEL INTERVENING mindie, giebriel rakha
ALBAMA: JURNAL BISNIS ADMINISTRASI DAN MANAJEMEN Vol. 14 No. 1 (2021): ALBAMA : Jurnal Bisnis Administrasi dan Manajemen
Publisher : LPPM Akademi Manajemen Administrasi Yogyakarta

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.56606/albama.v14i1.33

Abstract

This study uses a sampling technique with purposive sampling method with the criteria of customers who have used tour and travel services 2 times, the sample in this study amounted to 100 respondents. The type of data used in this study is primary data sourced from questionnaires. The instrument test tool uses SPSS for Windows 17.0 while the inferential analysis tool uses Partial Least Square (PLS). The results show that service quality and company reputation have a positive and significant effect on trust and loyalty. Trust mediates the effect of service quality and company reputation on customer loyalty.
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