The Effect Of Service Quality, Customer Satisfaction and Trust On Customer Loyalty In PT Teleperformance Indonesia

Intan Purnama Sari

Abstract


The purpose of this research are to know: (1) Influence of service quality (reliability, responsiveness, assurance, empathy, tangible) to Customer Satisfact ion , Trust, and Loyalty of PT Teleperformance Indonesia . (2) Influence of Customer Satisfaction and Trust to Customer Loyalty of PT Teleperformance Indonesia. This research is taken 100 consumers of while data is collected by using questionnaire. Analysis technique use Statistical Product and Service Solutions (SPSS ) and processed using software are SPSS version 22 . The result shows there are significant correlation between service quality to customer satisfaction, trust and not significant correlation between customer loyalty and there is a significant correlation between customer satisfaction and trust to customer loyalty. Service Quality Variable has no significant effect on Customer Loyalty. This is evidenced by the probability value of 0.532> 0.05 (α = 5%), so it is concluded that service quality does not have a significant effect on customer loyalty. In addition, the value of the standardized regression weight of the effect of service quality on customer loyalty is positive, namely 0.085

Key Words: Service quality, Customer Satisfaction, Trust, and Customer Loyalty

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