Conference on Innovation in Health, Accounting, and Management Sciences Proceeding
Vol. 1 (2020): Proceeding 1st Setia Budi Conference on Innovation in Health, Accounting, and Managem

PENGARUH KEPERCAYAAN TERHADAP KESETIAAN PELANGGAN YANG DI MEDIASI OLEH KEPUASAN DAN KOMITMEN PELANGGAN

Tanesya Nandyastuti Wibowo (Program Studi S1 Manajemen. Fakultas Ekonomi. Universitas Setia Budi Surakarta.)
Waluyo Budi Atmoko (Program Studi S1 Manajemen. Fakultas Ekonomi. Universitas Setia Budi Surakarta.)
Ariefah Yulandari (Program Studi S1 Manajemen. Fakultas Ekonomi. Universitas Setia Budi Surakarta.)

Article Info

Publish Date
24 Nov 2020

Abstract

This study aims to examine the effect of trust on customer loyalty which is mediated by satisfaction and commitment. Customer loyalty to a product is reflected in the customer's habit to buy products continuously. Conversely, loyal customers mean a lo t to vendors, because the cost of acquiring new customers is more expensive than maintaining existing customers. Data were collected through a questionnaire distributed to Ella skin care customers. The research sample was 200 customers at Ella skin care. The sampling technique used istwo stage cluster sampling and hypothesis testing was carried out using Structural Equation Modeling (SEM). The test results show that all hypotheses are supported, that means consumer loyalty to a brand is caused by satisfaction and commitment to a company that is formed by trust.

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Journal Info
Conference on Innovation in Health, Accounting, and Management Sciences Proceeding
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proceeding

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Universitas Setia Budi

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Agriculture, Biological Sciences & Forestry Humanities Biochemistry, Genetics & Molecular Biology Chemical Engineering, Chemistry & Bioengineering Chemistry Civil Engineering, Building, Construction & Architecture Computer Science & IT Economics, Econometrics & Finance Education Energy Environmental Science Health Professions Immunology & microbiology Industrial & Manufacturing Engineering Languange, Linguistic, Communication & Media Materials Science & Nanotechnology Mechanical Engineering Medicine & Pharmacology Physics Public Health Social Sciences

Description

Prosiding CIHAMS (Conference on Innovation in Health, Accounting, and Management Sciences) bertujuan untuk memberikan informasi yang komprehensif tentang kondisi teknologi kesehatan, ekonomi dan bisnis kreatif saat ini di Indonesia, menfasilitasi mahasiswa, dosen, dan peneliti dalam bidang ...