Pengaruh Customer Trust, Customer Satisfaction, Dan Customer Perceived Value Terhadap Customer Retention Studi Kasus Pada Pt. Indone Kargo Express

Abstract

Penelitian ini bertujuan untuk meneliti Pengaruh Customer Trust, Customer Satisfaction dan Customer Perceived Value terhadap Customer Retention Pada PT. Indone Kargo Express Medan. Penelitian ini menggunakan Metode Kuantitatif dengan penyebaran Kuesioner penelitian berjumlah 140 orang yang telah menggunakan jasa selama 2 tahun. Teknik Analisis yang digunakan adalah teknik Analisis Linier Berganda, dan untuk pengujian Hipotesis adalah Uji Statistik secara parsial (Uji T) dan Uji secara simultan (Uji F). Hasil Penelitian Uji T menunjukan bahwa Customer Trust (X1) berpengaruh positif dan signifikan terhadap Customer Retention, Customer Satisfaction (X2) berpengaruh positif dan signifikan terhadap Customer Retention dan Customer Perceived Value (X3) berpengaruh positif dan signifikan terhadap Customer Retention. Berdasarkan Uji F nilai Probabilitas sig 0,000 < 0,05 yang berarti bahwa secara bersama-sama Customer Trust, Customer Satisfaction dan Perceived Value berpengaruh signifikan terhadap Customer Retention (Y). Simpulan secara simultan Customer Trust, Customer Satisfaction dan Perceived Value berpengaruh positif dan signifikan terhadap Customer Retention Pada PT. Indone Kargo Express This Study aims to examine the influence of Customer Trust, Customer Satisfaction and Customer Perceived Value on Customer Retention at PT. Indone Kargo Express Medan. The analysis Technique used is Murtiple Linear Analysis Techniqye, and for Hypothesis testing is a partial statistical test (T Test) and simultaneous test (F Test). The results of the T test show that Customer Trust (X1) has a Positive and significant effect on Customer Retention, Customer Satisfaction (X2) has a positive and signifcant effect on Customer Retention and Customer Perceived Value (X3) has a positive and significant effect on Customer Retention. Based on the F test, The probability value is sig 0,000 < 0,05 which means that together, Customer Trust, Customer Satisfaction and Customer Perceived Value have a positive and significant effect on Customer Retention at PT. Indone Kargo Express.