Pengaruh Kualitas Pelayanan, Citra Perusahaan dan Kepuasan Pelanggan Terhadap Loyalitas Pelanggan Pada Perusahaan Daerah Air Minum di Kota Probolinggo

Abstract

This study aims to determine the effect of service quality, company image and customer satisfaction on customer loyalty in the local water company (PDAM) in Probolinggo. This study uses a quantitative approach with descriptive approaches and associative analysis. The method of data collection is by distributing questionnaires (questionnaires), observation, documentation and literature study. The data sources used are primary data in the form of a general description of the company and the results of distributing questionnaires and secondary data in the form of explanatory quotes of variables obtained from books on related variables. The sampling technique used is nonprobability sampling with the current number of customers as many as 20,000. The method of data analysis is multiple linear regression analysis using the help of SPSS 23 for Windows. The results showed that (1) simultaneously (together) service quality, company image and customer satisfaction had a significant effect on customer loyalty in the municipal water company (PDAM) of probolinggo, (2) partially (separately) service quality, image company and customer satisfaction have a significant effect on customer loyalty in the municipal water company (PDAM) of probolinggo, (3) the most dominant customer satisfaction variable affects the variable customer loyalty in the local water company (PDAM) in Probolinggo.

Increasing Customer Loyalty through Customer Experience and Customer Trust (Study on Penataran Train Service Passengers)

“…Customer trust gained from the reliability, honesty, care, and credibility of the railroad company in providing rail services will be able to form trust so that it has an impact on increasing customer loyalty for KA Penataran. The results of this study have supported the results of previous studies conducted by Tumini and Pratiwi (2016), Wardaya (2018), Chotijah (2018, Ramadhan (2019), and Sindhu and Arif (2017) which stated that trust had a positive and significant effect on customer loyalty.…”

“…These differences include those from Hijjah and Ardiansari (2015) and Wardaya (2018) which state that customer experience has a significant effect on customer loyalty, but it is different from the results of research by Mokalu., et al (2019) which states that customer experience has no effect on customer loyalty. The results of research from Tumini and Pratiwi (2016), Wardaya (2018), andChotijah (2018), Ramadhan (2019) which state that customer trust has a significant effect on customer loyalty, but differ from the results of Suratman's (2015) research which states that customer trust does not affect customer loyalty.…”

“…Experience as a customer or customer experience is a consumer interaction with a company that will affect whether or not the customer will reuse the transportation service which has an impact on the realization of customers who are loyal to the transportation service (Mokalu., et al, 2019). In addition to customer experience, customer trust is considered a factor that can lead to a high-value reciprocal relationship and is the key to successfully building relationships with high customer loyalty (Tumini and Pratiwi, 2016).…”