Analisa Pengaruh Kualitas Layanan, Kepuasan Pelanggan, dan Kepercayaan Pelanggan Terhadap Loyalitas Pelanggan Pada Kantor Konsultan Akuntansi di Batam

Rudy, Rudy (2012) Analisa Pengaruh Kualitas Layanan, Kepuasan Pelanggan, dan Kepercayaan Pelanggan Terhadap Loyalitas Pelanggan Pada Kantor Konsultan Akuntansi di Batam. Undergraduate thesis, Universitas Internasional Batam.

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Abstract

In this study, we analyzed the determinants customer loyalty of accountant consultant in Batam. This study aim to analyze whether service quality, customer satisfaction, and customer trust can determine customer loyalty of accountant consultant. For this purpose, we conduct on an empirical research that covers 346 selected manufacture firms listed in Disperindag from 2009. The test of this study use linear regression method. In this study we used service quality, customer satisfaction, and customer trust as the independent variable and customer loyalty as the dependent variable. This study result point that service quality and customer satisfaction has significant impact on customer loyalty, meanwhile customer trust has found insignificant impact on customer loyalty. Keyword: Service quality, customer satisfaction, customer trust, and customer loyalty.

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