ANALISIS PEMBENTUKAN TRUST PELANGGAN MELALUI KUALITAS PELAYANAN DAN KEPUASAN PELANGGAN TOKO SWALAYAN

Asakdiyah, Salamatun ANALISIS PEMBENTUKAN TRUST PELANGGAN MELALUI KUALITAS PELAYANAN DAN KEPUASAN PELANGGAN TOKO SWALAYAN.

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Abstract

This research aimed to test influence between service quality, customer satisfaction also interaction between service quality and customer satisfaction in the building of customer trust of Supermarket. This research efforted in Pamella supermarket in Yogyakarta. Sample categorized with sampling convenience method and purposive sampling. Data collection efforted by giving list of question to the respondent that is contains about service quality, customer satisfaction and customer's trust. This research use Moderator Regression Analysis. In the other side, T test and F tests are used to test asked hypothesis.

The result of partially regression coefficient test with Ttest shows that service quality, customer satisfaction also interaction between them influence significantly to customer's trust. In the other side coefficient regression test's result shows that variables of service quality, customer's satisfaction also interaction between them both influence to customer's trust. Variables of service quality and customer's satisfaction are able to explain customer's trust variable up to 98,6% and the rest is 1,4% caused by another variable that is not included in the research model.

Key Words: Service Quality, Customer Satisfaction, and Trust

Item Type: Artikel Umum
Subjects: H Social Sciences > HB Economic Theory
L Education > L Education (General)
Divisi / Prodi: Faculty of Economics (Fakultas Ekonomi) > S1-Management (S1 Manajemen)
Depositing User: Dr Salamatun Asakdiyah
Date Deposited: 19 Jul 2022 03:33
Last Modified: 19 Jul 2022 03:33
URI: http://eprints.uad.ac.id/id/eprint/35900

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