Pengaruh Citra Perusahaan, Penanganan Keluhan, Kualitas Pelayanan, Kepercayaan Terhadap Loyalitas Melalui Kepuasan Pelanggan Sebagai Variabel Intervening (Studi Kasus Pada Pelanggan Shavira Catering & Service)

Abstract

Abstract

This research aims to determine and analyze the influence of corporate image, complaint handling, service quality, and trust through customer satisfaction on loyalty, which are the intervention variables of Shavira Catering Service customers. Population and sample of this research are Shavira Catering & Service customers As many as 50 respondents. The data collection techniques used in this study were questionnaires and interviews. The tool used to analyze the data in this study is an application in the form of SPSS. The method of data analysis in this study is to use path analysis. The test instruments in this study adopt the forms of reliability test, validity test, normality test, collinearity test, classical hypothesis test, t test and Sobel test. The analysis results show that the company's image, complaint handling, service quality and trust have a direct and significant impact on customer satisfaction. At the same time, company image, complaint handling, service quality, and trust have a direct and significant impact on customer loyalty. At the same time, satisfaction has a direct and significant impact on customer loyalty. At the same time, corporate image, complaint handling, service quality, and trust will directly or indirectly affect loyalty through customer satisfaction.

 

Keywords: Corporate Image, Complaint Handling, Service Quality, Trust, Loyalty, Customer Satisfaction.