PENINGKATAN LOYALITAS PELANGGAN ATAS FAKTOR-FAKTOR KUALITAS PRODUK, KEPERCAYAAN DAN KEPUASAN PELANGGAN (Studi Pada Perusahaan Casing Flazzstore Wilayah Semarang)

AZIZ, FELLA MAS’ADATUL, E2A014042 (2018) PENINGKATAN LOYALITAS PELANGGAN ATAS FAKTOR-FAKTOR KUALITAS PRODUK, KEPERCAYAAN DAN KEPUASAN PELANGGAN (Studi Pada Perusahaan Casing Flazzstore Wilayah Semarang). Sarjana / Sarjana Terapan (S1/D4) thesis, ["eprint_fieldopt_institution_Universitas Muhammadiyah Semarang" not defined].

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Abstract

In this trading era, many companies have developed their businesses. The key to the company's growth can be shown by how high customer loyalty to the company. This study aimed to determine the effect of Product Quality, Customer Trust and Customer Satisfaction toward Customer Loyalty. The samples of this study were 100 respondents. This study was done by purposive sampling method, that is sampling based on criteria that considered with objectives and problems which have been determined by the researcher. Data were analyzed using multiple regression analysis. The results of the coefficient testing from multiple linear regression analysis showed that the Product Quality variable (X1) has a positive and significant effect on increasing Flazzstore's Customer Loyalty. This is proved by the value of thitung (10.079) was greater than ttabel (1.66) with a significance level 0.000 (0%) <0.05 (5%), Customer Trust (X2) has a positive and significant effect on increasing Flazzstore's customer loyalty . This is proved by the value of t count (2.417) was greater than t table that (1.66) with a significance level 0.018 (1.8%) <0.05 (5%) and Customer Satisfaction (X3) has a positive and significant effect on increasing Flazzstore's customer loyalty. This is proved by the value of thitung (5.905) was greater than ttabel (1.66) with a significance level 0.000 (0%) <0.05 (5%). Product Quality, Customer Trust and Customer Satisfaction have positive and significant effect on Customer Loyalty with coefficient of determination (R2) value was 0.692 or 69.2 Keywords: Product Quality, Customer Trust and Customer Satisfaction, Customer Loyalty.

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