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All Journal JMM17: Jurnal Ilmu Ekonomi dan Manajemen Competence : Journal of Management Studies (Kompetensi : Jurnal Studi Manajemen) IJEBD (International Journal Of Entrepreneurship And Business Development) COUNS-EDU: The International Journal of Counseling and Education JURNAL EKSBIS Ecobisma (Jurnal Ekonomi, Bisnis dan Manajemen) Community Development Journal: Jurnal Pengabdian Masyarakat Academia Open Jurnal Scientia Indonesian Journal of Law and Economics Review Jurnal Pengabdian kepada Masyarakat Nusantara (JPkMN) ABDI MASSA: Jurnal Pengabdian Nasional JURNAL BARUNA HORIZON EKONOMIKA45 Cakrawala: Jurnal Pengabdian Masyarakat Global YOS SOEDARSO ECONOMICS JOURNAL
Kristiawati, Indriana
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Journal : EKONOMIKA45

 1 
KUALITAS PELAYANAN DAN KEPERCAYAAN TERHADAP LOYALITAS PELANGGAN PT. SARANA BHAKTI TIMUR SURABAYA Rini Wahyuni; Indriana Kristiawati
EKONOMIKA45 :  Jurnal Ilmiah Manajemen, Ekonomi Bisnis, Kewirausahaan Vol. 6 No. 1 (2018): Desember: Jurnal Ilmiah Manajemen, Ekonomi Bisnis, Kewirausahaan
Publisher : Fakultas Ekonomi Universitas 45 Surabaya

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Abstract

The purpose of this study was to determine Service Quality and Trust in Customer Loyalty PT. Sarana Bhakti Timur Surabaya. The population in this study is the service user of PT. Sarana Bhakti Timur, numbering 106 customers. Samples taken were 52 people. used as respondents in this study. Data analysis method used is multiple linear regression analysis, validity test and reliability test, using classical assumption deviation test and hypothesis testing. Based on the analysis and discussion, it can be concluded that the variable quality of service (X1) had a significant relationship on customer loyalty (Y) with t count equal to 5.668 is greater than t table of 2.00958, stating that the hypothesis to-1 in this research is proven true or can be accepted. With a significance level smaller than 0.05, the customer trust variable(X2) has a significant relationship to customer loyalty (Y) with tcount 2.485 greater than t table of 2.00958, with a significance level of less than 0.05, and service quality(X1) as well as customer trust (X2) together (simultaneously) has a significant relationship to the dependent variable, namely customer loyalty (Y), which means that overall service quality and customer trust variables have a relationship to customer loyalty variables so the hypothesis the second in this study proved the truth.
Co-Authors Achmad Daengs Ahmad Bayu Sahroni Amiartuti Kusmaningtyas Ani Herna Sari Ardian Pahlevi Cahyanimas Safitri David Bastian Sihombing David Bastian Sihombing Dian Arisanti Dian Taufik Enny Istanti Fausta Ari Barata GS , Achmad Daengs Heri Kusyanto Inayatul Lailiyah Juli Prastyorini Juli Prastyorini Kamsariaty Kamsariaty Kamsariaty Kamsariaty Khofifah Gita Cahyani Khoirun Nisa Lilik Nurcholidah Mahjudin Mahjudin Meyti Hanna Ester Kalangi Moch Fariqul Fiqkri Fachrudin Moch. Nurdin Mudayat Mudayat Mudayat Mudayat Putri Nur Widyawati Nurmawati Nurmawati Rini Wahyuni Risni Adelini Rizky Agus Putra Pratama Rizky Armando Ega Kusuma Soedarmanto Soedarmanto Soedarmanto Sumarzen Marzuki susanti, Ike Tono Riyanto Utomo Utomo Yantris Christianto Taloim