Prediksi Commitment, Trust, Perceived Value Dan Customer Satisfaction Terhadap Customer Loyalty
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Abstract
This study aims to test empirically whether commitment, trust, perceived value, and customer satisfaction is a positive predictor of Flazz BCA card customer loyalty in Economic Faculty of Tarumanagara University. The research method used in this research is by questionnaire method that is done systematically based in research objectives. This research use convenience sampling as method, the number of respondents taken for research is 137 respondent. Data processing techniques using multiple regression analysis what helped by SPSS for Windows Version 23.0 program. The analytical method used is the F- test, t- test, and multiple regression analysis. From the result of research show that commitment is a positive predictor on customer loyalty, trust is a not positive predictor on customer loyalty, perceived value is a not positive predictor on customer loyalty, and customer satisfaction is a positive predictor on customer loyalty
Tujuan dari penelitian ini adalah untuk menguji secara empiris bahwa commitment, trust, perceived value, dan customer satisfaction merupakan prediktor positif customer loyalty pada pengguna kartu Flazz BCA di Fakultas Ekonomi Universitas Tarumanagara. Metode penelitian yang digunakan dalam penelitian ini adalah dengan menggunakan kuisioner yang dilakukan secara sistematis sesuai dengan tujuan penelitian. Penelitian ini menggunakan convenience sampling sebagai metode pengumpulan sampel, jumlah responden yang diambil untuk penelitian ini adalah 137 responden. Teknik pengolahan data menggunakan analisis regresi berganda yang dibantu dengan menggunakan program SPSS (Statistical Product and Service Solution) versi 23.Metode analisis yang digunakan adalah uji F, uji t, dan analisis regresi berganda. Dari hasil penelitian menunjukkan bahwa commitment merupakan prediktor positif customer loyalty, trust dan perceived bukan merupakan prediktor positif customer loyalty, dan customer satisfaction merupakan prediktor positif customer loyalty.
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