Pengaruh Kepercayaan dan Kepuasan Pelanggan terhadap Loyalitas Pelanggan pada Hagia Cleaners Cabang Bekasi

Fadilah, Sabilla Nurul (2023) Pengaruh Kepercayaan dan Kepuasan Pelanggan terhadap Loyalitas Pelanggan pada Hagia Cleaners Cabang Bekasi. Sarjana (S1) thesis, STIE Tri Bhakti.

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Abstract

The purpose of this study was to determine the effect of customer trust and customer satisfaction on customer loyalty at Hagia Cleaners Bekasi Branch. The population in this study are customers who have used the cleaning services of Hagia Cleaners Bekasi branch. The sampling technique used in this study was purposive sampling technique. The sample taken was 95 customers. The analysis used in this study is multiple regression analysis along with the classic assumption test. The results of this study prove that there is a positive and significant influence between customer trust on customer loyalty, as well as a positive and significant influence between customer satisfaction on customer loyalty at Hagia Cleaners Bekasi branch. In the results of the coefficient of determination, the R Square result is 0.567, which means that customer trust and customer satisfaction contribute 56.7% in influencing customer loyalty at Hagia Cleaners Bekasi branch, and the remaining 43.3% is influenced by other variabels outside this study.

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