Pengaruh Kepercayaan, Kepuasan Pelanggan dan Electronic Word of Mouth (E-WOM) terhadap Loyalitas Pelanggan pada PT.Delta Nusantara Persada

Wati, Arda Kusuma (2023) Pengaruh Kepercayaan, Kepuasan Pelanggan dan Electronic Word of Mouth (E-WOM) terhadap Loyalitas Pelanggan pada PT.Delta Nusantara Persada. Sarjana (S1) thesis, STIE Tri Bhakti.

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Abstract

This study aims to determine the effect of trust, customer satisfaction and electronic word of mouth on loyalty to PT. Delta Nusantara Persada. Related theories in this study are customer loyalty, trust, customer satisfaction, and electronic word of mouth. This study used quantitative methods, data collection techniques with interviews and questionnaires. The study population was 130 respondents with a sample of 57 customers and data analysis techniques using multiple regression analysis and hypothesis testing using t test, f test, data processing using SPPS ver application. 26. The results of this study show 1). Trust has a significant effect on customer loyalty, 2). Customer satisfaction has a significant effect on customer loyalty 3). Electronic Word OG Mouth has a significant effect on customer loyalty in the good category. 4). Trust, customer satisfaction and electronic word of mouth affect customer loyalty.

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