Analysis of Service Quality, Customer Satisfaction, and Customer Trust on Customer Loyalty Using Structural Equation Modeling at PT Asuransi Umum Bumiputera Muda 1967
Abstract
The purpose of this study was to determine: (1) The effect of service quality (reliability, responsiveness, assurance, empathy, tangible) on Customer Satisfaction, Trust, and Loyalty of PT Asuransi Umum Bumiputera Muda 1967. (2) The Effect of Customer Satisfaction and Trust on Loyalty Customers of PT Asuransi Umum Bumiputera Muda 1967. This study took 270 consumers of PT Asuransi Umum Bumiputera Muda 1967 while data
collection used a questionnaire. The analysis technique uses Structural Equation Modeling (SEM) and is processed using AMOS software. The results showed that there was a significant relationship between service quality and customer satisfaction, trust and no significant relationship between customer loyalty and there was a significant relationship between customer satisfaction and trust with customer loyalty
Keywords: Service Quality, Customer Satisfaction, Trust, and Customer Loyalty
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