Pengaruh Kepercayaan dan Komitmen Terhadap Loyalitas Nasabah PT. U Finance Medan

Abstract

This study aims to determine the influence of trust and commitment to customer loyalty U Finance Medan. The type of data in this study is associative is a research that is asking the relationship between two variables. Population in this research is all customer of U Finance Medan counted 100 respondents. Techniques of data collection in the form of distributing questionnaires to customers of U Finance Medan. Data analysis techniques use validity and reliability test, classic assumption test, hypothesis test, statistical test by using multiple linear analysis model by using multiple linear analysis model and test of determination. The result of t test can be seen that t count on trust variable equal to 8.315 bigger than t table equal to 1,689 with sig 0.000 level smaller than limit of significance equal to 0,005 then trust variable partially have positive and significant influence to loyalty variable And value t count commitment is 10.637 bigger than t table equal to 1,689 with sig 0.000 level smaller than limit of significance equal to 0,005, hence leadership variable by partial have positive and significant influence to loyalty variable. Based on the results of the F test, the value obtained F count 167.143 greater than F table of 3.17, means that trust and commitment simultaneously affect positively and significantly to the loyalty variable. The value of Adjusted R Square obtained is 0.770. This figure shows that 77% of loyalty (dependent variable) can be explained by the stress of trust and commitment. The rest of 33% is influenced by other factors not described in this study.