The Effect Of Customer Satisfaction, Customer Trust On Custromer Loyalty Of The Card Users Of PT. Indosat Tbk

The research was conducted on Indosat GSM cellular card customers residing in the city of Bandung. The purpose of this study was to determine whether there is an effect of customer satisfaction and customer trust on customer loyalty in the PT. Indosat Tbk, and how much the level of customer loyalty after using the service provider Indosat. This research was conducted with statistical and descriptive methods. It is intended that the study can obtain accurate results, so the results can be trusted. Population is both the card users of Indosat for at least 6 months and those who had used the service provider Indosat. The samples were 113 respondents. The method used was the accidental sampling. The process and analytical method employed a path analysis to test hypotheses about the effect of customer satisfaction and customer trust on customer loyalty. Questionnaire instruments were developed and were processed by using a computer-assisted program SPSS 14.0 for windows and Amos 5.0. The results showed that the best model is a Theoretical Model 2. In model 2 customer trust was described as an antecedent to affect customer loyalty as compared with a Theoretical Model 1 with customer satisfaction as an antecedent. The model shows a significant relationship of trust with satisfaction and customer loyalty. Key words: Satisfaction, Trust and Customer Loyalty

ANTECEDENTS AND CONSEQUENCES OF COMMITMENT FROM COSTUMERS OF BCA FINANCE IN JAKARTA

The background of this study was the situations that customers loyalty in a crucial constructs in marketing area, especially in relationship management. The aims of this study was to analyze the influence of trust, information sharing, customer satisfaction against word-of-mouth referrals, marketing research support and increased repatronage intentions through commitment to customer of BCA Finance in Jakarta. The research design was applied to the customer of BCA Finance in Jakarta with purposive random sampling methods, the analysis of research method in this study was using the structural equation model method which use AMOS 8.0 program with 5% sampling error. Totally sample number in this was 257 costumers of BCA Finance in Jakarta. The results of this study conclude that trust, information sharing, customer satisfaction have a positive influence against word-of-mouth referrals, marketing research support and increased repatronage intentions through commitment. Thus this research conclude that the company excelsior applies trust information sharing and customer satisfaction will increase word-of-mouth referrals, marketing research support and increased repatronage intentions to customers and influences commitment of customersCustomer retentions, customer satisfaction, customer loyalty, customer orientation, retailing, loyalty schemes, communication, relationship marketing, trust

PENGARUH KEPUASAN KONSUMEN DAN KEAMANAN TERHADAP KEPERCAYAAN SERTA DAMPAKNYA PADA MINAT MEMBELI KEMBALI (SURVEI PADA PELANGGAN TOKO ONLINE ELEVENIA)

ABSTRACT Kemal Abu Bakar, 2016; The Influence of Customer Satisfaction and Security Toward Trust and Its Impact on Repurchase Intention of Online Website Elevenia. Skripsi, Jakarta: Marketing Management Concentration, Management Study Program, Department of Management, Faculty of Economics, State University of Jakarta. Advisory: Dr. Mohamad Rizan SE, MM. & Dra. Basrah Saidani, M.Si. The purpose of this research are to: examine empirically the effect of customer satisfaction to trust on customer, the impact of security to trust on customer, the impact of the customer satisfaction to repurchase intention on customer, the effect of security to repurchase intention on customer, the effect of trust to repurchase intention on customer, the effect of customer satisfaction to repurchase intention through trust as intervening variable on customer, the effect of security to repurchase intention through trust as intervening variable on customer of Elevenia website online. This research used survey methods for collecting data. The object of this research is 200 respondents who had purchased in Elevenia website online for a period of one year backward. This research used SPSS software version 22 and SEM (Structural Equation Modeling) LISREL version 8.7 for data analysis. Hypothesis testing showed that: the customer satisfaction has a positive effect and significance on trust, the security has a positive effect and significance on trust, the customer satisfaction has a positive effect and significance on repurchase intention, the security has a positive effect and significance on repurchase intention, the customer satisfaction has a positive effect and significance on repurchase intention through trust as intervening variable and the security has a positive effect and significance on repurchase intention through trust as intervening variable. Keywords: Customer Satisfaction, Security, Trust, Repurchase Intentio

Analisis Pengaruh Kualitas Pelayanan terhadap Kepuasan Nasabah dengan Kepercayaan sebagai Variabel Intervening

This study aims to determine: 1) the influence of service quality dimensions in terms of tangibles, reliability, responsiveness, assurance and emphaty of trust, 2) the influence of trust on customer satisfaction, 3) the influence of service quality dimensions in terms of tangibles, reliability, responsiveness, assurance and trust toward customer satisfaction with trust as an intervening variable. This research was conducted at PT. Bank Rakyat Indonesia (Persero) Tbk Branch Wonogiri using a sample of 270 lenders. Sample method with convenience sampling method. Data collection techniques using questionnaires and documentation, while the data analysis methods used are research instruments include test validity and reliability testing; classical assumption include heteroscedasticity test, autocorrelation test, test for normality and multicollinearity test; hypothesis testing methods include path analysis, t test , F test, analysis of coefficient of determination (R2) as well as direct and indirect influence. The results showed that: 1) responsiveness and emphaty positive effect on customer trust. Reliability negatively on effect toward customer trust. Tangibles and assurance has not effect on customer trust, 2) emphaty and trust has positive influence on customer satisfaction, while tangibles, reliability, responsiveness and assurance not significant impact on customer satisfaction, 3) the trust our customers are able to mediate the influence of tangibles, reliability, responsiveness, assurance and emphaty of customer satisfaction so that the effect of tangibles, reliability, responsiveness, assurance and emphaty toward customer satisfaction can through customer trust

Analisis Pengaruh Citra Merek dan Kepuasan Pelanggan Terhadap Loyalitas Pelanggan Sim Card Telkomsel (Studi Kasus Pada Mahasiswa FEB UMS)

The aim of this research was to examine the effects of customer satisfaction towards trust in the brand, customer satisfaction towards customer retention, switching cost towards customer retention and trust in the brandtowards customer retention. A total sample 0f 120 respondents living in the town of Jember was collected through purposive sampling technique. The model analysis applied was Structural Equation Modeling (SEM). The results showed that customer satisfaction effected significantly positive towards trust in the brand; switching cost effected significantly positive towards trust in the brand: customer satisfaction has no effect towards customer retention; switching cost has no effects towards customer retention; and trust in the brand effected significantly positive towards customer retention

HUBUNGAN ANTARA BRAND TRUST DENGAN CUSTOMER ENGAGEMENT PADA MAHASISWI PENGGUNA WARDAH KOSMETIK

Semakin tingginya persaingan dalam industri kosmetik membuat perusahaan harus dapat meningkatkan customer engagement pada produk yang dibuat. Customer engagement adalah sebuah proses yang melibatkan kehadiran fisik, kognitif dan emosional customer yang muncul karena adanya hubungan pada merek serta pelayanan merek tertentu. Customer yang memiliki brand trust maka akan terpenuhi rasa percaya dan aman pada merek tersebut. Penelitian ini bertujuan untuk mengetahui hubungan antara brand trust dengan customer engagement. Populasi penelitian ini adalah mahasiswi Psikologi UNDIP dengan sampel penelitian sebanyak 70 orang dengan karakteristik mahasiswi yang menggunakan produk Wardah kosmetik. Teknik sampling yang digunakan yaitu sampling purposive. Pengumpulan data menggunakan Skala Brand Trust (27 aitem, α = .91) dan Skala Customer Engagement (24 aitem, α = .92). Hasil penelitian menunjukkan koefisien korelasi (rxy) =.73 dengan nilai p<.01. Hasil tersebut menunjukkan bahwa hipotesis yang diajukan peneliti terbukti, yaitu terdapat hubungan positif yang signifikan antara brand trust dengan customer engagement. Semakin tinggi brand trust maka semakin tinggi customer engagement. Brand trust memberikan sumbangan efektif sebesar 53% terhadap customer engagement. Kata Kunci: brand trust, customer engagement, mahasiswi, Wardah kosmeti

Analisis Pengaruh Kualitas Layanan Terhadap Loyalitas Pelanggan Dengan Kepuasan Dan Kepercayaan Pelanggan Sebagai Variabel Intervening Pada Asuransi Jiwa Manulife Indonesia-Surabaya

The purpose of this research are to know : (1) Influence of service quality (reliability, responsiveness, assurance, emphaty, tangible) to Customer Satisfaction, Trust, and Loyalty Manulife Indonesia in Surabaya. (2) Influence of Customer Satisfaction and Trust to Customer Loyalty Manulife Indonesia in Surabaya. This research is taken 100 consumers of Manulife Indonesia while data is collected by using questionnaire. Analysis technique use Structural Equation Modeling (SEM) and processed using software AMOS version 16.0. The result shows there are significant correlation between service quality to customer satisfaction, trust and not significant correlation between customer loyalty and there is significant correlation between customer satisfaction and trust to customer loyalty

Relationship Commitment Dan Customer Engagement: Stimulus Serta Konsekwensi Padakonsumen Pengguna Transportasi Darat

.The purpose of carrying out this research is to analyze the stimulus andconsequence of Relationship commitment and Customer engagement. Moreover, integratedlybe able to analyze the effect of Trust, Relationship commitment, Customer engagementtowards Repurchase intention on 200 respondents of AKAP Bus user who uses the interprovincebus services minimum 2 in the past 6 months using Purposive Sampling technique,and analyzing method using Structural Equation Model technique. The result of the researchfinds:(1) Positive effect of Cognitive trust, Affective trust towards Relationship commitment,Customer engagement, Repurchase intention; (2) Positive effect of Relationshipcommitment, Customer engagement towards Repurchase intention; (3) Relationshipcommitment, Customer engagement is seen as the mediator in relationship among Cognitivetrust, Affective trust and Repurchase intention; (4) Affective trust is the biggest stimuluseffecting Relationship commitment, Customer engagement; and(5) Repurchase intention isthe consequence of Relationship commitment and Customer engagement, however, Customerengagement has bigger effect on Repurchase intention. On future research, it is advisable toadd Service quality and Customer satisfaction variables as stimulus of Relationshipcommitment and Customer engagement