Pengaruh Kepercayaan dan Kepuasan Pelanggan Terhadap Loyalitas Pelanggan pada AHASS PT. Tiger Dua Ribu Medan

Abstract

This study aims to find out "The Effect of Customer Trust and Satisfaction on Customer Loyalty in AHASS PT. Tiger Two Thousand Medan ". This type of research is associative. The population in this study were all customers in the AHASS PT Workshop. Tiger Two Thousand Medan as many as 150 customers using Slovin formula technique, then the number of samples in this study were 109 respondents taken from a portion of the population. Based on the results of the t test, it can be seen that tcount on the trust and satisfaction variables is 4,985 and 4,840> ttable is 1,658 with probability t that is sig <0,05 towards the loyalty variable. Based on the results of the F test, the calculated F value is 45,289> 3.08 with sig 0,000 < α 0.05 indicating that trust and satisfaction simultaneously have a positive and significant effect on the loyalty variable. The Adjusted R Square value obtained is 0.451 or 45.1%. loyalty can be explained by trust and satisfaction. The remaining 54.9% is influenced by other factors not explained in this study.