Proceedings International Conference of Graduate School on Sustainability
5th INTERNATIONAL CONFERENCE OF GRADUATE SCHOOL ON SUSTAINABILITY (ICGSS) 2020

THE EFFECT OF REPUTATION AND COMPETENCE ON CUSTOMER LOYALTY THROUGH CUSTOMER TRUST


Article Info

Publish Date
10 Dec 2020

Abstract

This study aims to analyze the effect of reputation, competence on customer loyalty with customer trust as an intervening variable. The population in this study were students of private tertiary institutions in Central Java who are members of Services for Higher Education Institutions Region VI, while a sample of 5 private universities, using the purposive sampling method, was taken with the Slovin formula of 190 respondents. The analysis technique uses regression analysis. Research results show the customer satisfaction variable can be an intervening variable or able to mediate between the direct influence of the reputation variable and the competency variable on customer loyalty variables. Keywords : Reputation, Competence, Customer trust

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Journal Info
Proceedings International Conference of Graduate School on Sustainability
Website

Abbrev

ICGSS

Publisher

Universitas Merdeka Malang

Subject

Humanities Civil Engineering, Building, Construction & Architecture Computer Science & IT Economics, Econometrics & Finance Education Engineering Environmental Science Law, Crime, Criminology & Criminal Justice Mechanical Engineering Social Sciences

Description

This journal is a collection of papers from the international conference results. The international conference organized by the University of Merdeka Malang this time focused on sustainable innovations by encouraging an interdisciplinary approach from the perspectives of public policy, economics, ...