Analisis Pengaruh Performance Quality, Brand Reputation, Satisfaction dan Trust Terhadap Loyalty

Zuxen, Willy (2012) Analisis Pengaruh Performance Quality, Brand Reputation, Satisfaction dan Trust Terhadap Loyalty. Undergraduate thesis, Universitas Internasional Batam.

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Abstract

The purpose of this study is to examine the important of satisfaction, brand reputation and trust to customer loyalty. Development is the one sector of the service industry The main objective of this study is to analysis of Satisfaction, Performance Quality, Brand Reputation, trust and Loyalty. Method for the Samples selection is using non-probability method with purposive sampling and the population is bank customer in Batam by totals sample as much 200 respondents. Sample of this research is project manager by using purposive sampling approach regression. The result of this study indicated there is significant influence of the relationship between the satisfaction and loyalty, there is significant influence of the relationship between the brand reputation and loyalty, there is significant influence of the relationship between the trust and loyalty, there is significant influence of the relationship between the performance quality and satisfaction, there is significant influence of the relationship between the performance quality and brand reputation, there is significant influence of the relationship between the satisfaction and brand reputation. Keywords: Performance Quality, Brand Reputation, Satisfaction, Trust, and Loyalty.

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