Analisis Pengaruh Kepercayaan dan Harga Terhadap Loyalitas Pelanggan Dimediasi Kepuasan Pada PT. Telkomsel di Kota Kediri

Abstract

To know clearly about customer satisfaction and loyalty at PT. Telkomsel in KediriTown of East Java, this research focused on the models of customer’s satisfaction andloyalty increase based on customer trust, and product prices. From the testing results ofthe model in this research, by using random sampling, structural equation modeling (SEM)analysis, and the assistance of software Amos 20, on 150 respondents, it was able toexplain the relationship between trust, price, and customer satisfaction on the customerloyalty in PT. Telkomsel in Kediri Town of East Java. In this research, it was obtained astrong influence of customer trust and satisfaction, amounting to 0.429, and a stronginfluence between customer satisfaction and loyalty, that is of 0.233, it showed that, withthe rising customer trust, it will increase customer satisfaction, which in turn raise theloyalty of PT. Telkomsel customers.In this study, it also found the negative effects of price and customer satisfaction,amounting to -0.089, and the strong influence of negative between price and loyalty ofcustomers, that is of -0.406, this case indicated that, with the rising of product prices, itwill lower customer satisfaction, which further lowers the loyalty of PT. Telkomselcustomers.Keywords: trust, prices, satisfaction, and customer loyalty

Analysis of Service Quality, Ship Rental Prices, and Ship Management Influence on Charterer Loyalty Satisfaction and Impact at PT Buana Lintas Lautan Tbk.

“…In that case, it is very likely to become a loyal customer to the Company for an extended period or a lengthy contract. The results of this study are also by proven research from (Laely, 2016;Ali Arval, 2017;and Handayani, 2016), which states that price has a negative and significant effect on customer loyalty through customer satisfaction. 9.…”

“…According to research, it is also evident from (Laely, 2016;Ali Arval, 2017;and Handayani, 2016), who states that price has a negative and significant effect on customer loyalty.…”

Pengaruh Harga dan Reputasi Perusahaan Terhadap Loyalitas Penggunaan Aplikasi Gojek

“…Hasil penelitian ini sejalan dengan penelitian yang dilakukan oleh Basir, dengan judulnya yaitu Pengaruh kualitas pelayanan, orientasi pelayanan dan harga terhadap loyalitas dan kepuasan pelanggan di servis Marine Transportasi, dengan hasil yang menyatakan bahwa hasil penelitian memperlihatkan harga memiliki pengaruh signifikan terhadap loyalitas pelanggan (Basir et al, 2015). Hasil penelitian ini juga diperkuat oleh penelitian yang dilakukan Laely yang menyatakan bahwa harga berpengaruh signifikan terhadap loyalitas pelanggan (Laely, 2016).…”

Pengaruh Kepuasan dan Kepercayaan terhadap Loyalitas Penumpang Maskapai Garuda Indonesia di Bandar Udara Adi Soemarmo

“…Organisasi bisnis atau perusahaan akan berjalan baik apabila ada kepercayaan dari konsumen terhadap produk atau jasa yang ditawarkannya. Menurut Laely (2016), kepercayaan adalah kehendak hati seseorang untuk bertopang pada orang lain ketika ia memiliki keseriusan pada orang tersebut. Ketika seseorang mengambil keputusan, maka ia akan memutuskan berdasarkan pilihan orang-orang yang ia percaya.…”