PENGARUH KUALITAS LAYANAN, CITRA PERUSAHAAN DAN KEPERCAYAAN PADA LOYALITAS KONSUMEN

MARIS AGUNG TRIANDEWO; YUSTINE YUSTINE

doi:10.34208/jba.v22i1.743

PENGARUH KUALITAS LAYANAN, CITRA PERUSAHAAN DAN KEPERCAYAAN PADA LOYALITAS KONSUMEN

Authors

MARIS AGUNG TRIANDEWO Trisakti School of Management
YUSTINE YUSTINE Trisakti School of Management

DOI:

https://doi.org/10.34208/jba.v22i1.743

Keywords:

Service Quality, Company Image, Trust, Consumer Loyalty

Abstract

This study aims to test the factors that influence loyalty. This research was conducted by collecting 150 data as samples that would represent the population. Data collection is aimed at BCA customers in Jakarta who have used BCA services for at least 1 year. Based on the results of research that has been done there is a positive influence of trust on loyalty, there is a positive influence on service quality on trust, there is a positive influence on service quality on company image, however, there is no positive influence on service quality and company image on loyalty.

Published

2020-06-26

How to Cite

TRIANDEWO , MARIS AGUNG, and YUSTINE YUSTINE. 2020. “PENGARUH KUALITAS LAYANAN, CITRA PERUSAHAAN DAN KEPERCAYAAN PADA LOYALITAS KONSUMEN”. Jurnal Bisnis Dan Akuntansi 22 (1):13-24. https://doi.org/10.34208/jba.v22i1.743.