EMAS
Vol. 7 No. 5 (2026): EMAS

The Effects of Customer Trust, Service Quality, And Customer Experience on Customer Loyalty at Kintamani Jeep Tour

Yusita, Nyoman (Unknown)
Mitariani, Ni Wayan Eka (Unknown)
Dwinata JS, I Putu Wahyu (Unknown)



Article Info

Publish Date
21 May 2026

Abstract

Customer loyalty is a critical factor to consider. A company’s success is determined by its ability to build customer loyalty. This study aims to examine the influence of customer trust, service quality, and customer experience on customer loyalty at Kintamani Jeep Tour. The study was conducted at Kintamani Jeep Tour via an online survey targeting the company’s active Instagram followers. The sample for this study consisted of 90 individuals who had used Kintamani Jeep Tour’s services at least twice. The sampling technique employed in this study was purposive sampling, with data collection conducted through observation, interviews, questionnaires, and documentation. The data analysis technique used in this study was linear regression analysis using SPSS version 26. Based on the analysis results, this study indicates that customer trust has a positive and significant effect on customer loyalty toward Kintamani Jeep Tour. This means that the higher the customer trust, the greater the customer loyalty toward Kintamani Jeep Tour. Service quality has a positive and significant effect on customer loyalty toward Kintamani Jeep Tour. This implies that the better the service quality, the higher the customer loyalty toward Kintamani Jeep Tour will be. Customer experience has a positive and significant effect on customer loyalty toward Kintamani Jeep Tour. This implies that the better the customer experience, the higher the customer loyalty toward Kintamani Jeep Tour will be.

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Journal Info

Abbrev

emas

Publisher

Subject

Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Social Sciences

Description

EMAS merupakan jurnal ilmiah untuk ilmu ekonomi, manajemen dan bisnis yang diterbitkan oleh Program Studi Manajemen Fakultas Ekonomi dan Bisnis Universitas Mahasaraswati Denpasar E-ISSN : 2774 - 3020. Jurnal ini sebagai sarana publikasi hasil penelitian Dosen dan mahasiswa S1 dalam meningkatkan mutu ...