PENGARUH KEPUASAN DAN KEPERCAYAAN TERHADAP LOYALITAS PELANGGAN LEMBAGA PENGEMBANGAN DAN SERTIFIKASI BATU MULIA (LPSB) DI MARTAPURA KABUPATEN BANJAR

Eni Hairany, Marijati Sangen

Abstract


This  study  has  the  objective  of  identifying  and  analyzing  the  influence  of satisfaction and trust on customer loyalty LPSB Martapura Banjar District. Research  location  conducted  in  LPSB  Martapura  Banjar  Regency.  The population of this research is all the customers who use the services LPSB in requesting certificates, as well as scrap in 2012, according to the data contained in the report LPSB in 2012 as many as 124 people .

Based on the results of hypothesis testing, with multiple linear regressions, get that  the  satisfaction  and  confidence  significantly  positive  effect  on  customer loyalty LPSB Martapura Banjar District. Partially, satisfaction and confidence significantly  positive  effect  on  customer  loyalty.  Between  two  variables, satisfaction variable is a variable that is the dominant influence on customer loyalty LPSB Martapura Banjar district. 

Keywords: Satisfaction, Trust, Loyalty


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DOI: http://dx.doi.org/10.20527/jwm.v2i3.17

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Jurnal Wawasan Manajemen by Magister Manajemen Fakultas Ekonomi dan Bisnis Universitas Lambung Mangkurat is licensed under a Creative Commons Attribution 4.0 International License. Based on a work at jwm.ulm.ac.id.