PENGARUH KEPUASAN DAN KEPERCAYAAN TERHADAP KOMITMEN DAN DAMPAKNYA TERHADAP LOYALITAS

Husein Umar

Abstract


The purpose of this survey is to examine the effect of satisfaction and trust to commitment and their impact to loyalty. The population includes everyone who travelling to Bandung from Jakarta by toll road suttle service Cipaganti and Xrans. There were 300 respondents purposively selected. Data analysis using Structural Equation Modelling produce the following results : 1) satisfaction influences commitment, 2) Trust influences commitment, 3) commitment influences loyalty, 4) Satisfaction influences loyalty, 5) Trust influences loyalty. 

Key Words- Trust, satisfaction, commitment, loyalty.


Full Text:

PDF


DOI: http://dx.doi.org/10.30813/bmj.v7i1.692

Refbacks

  • There are currently no refbacks.


Copyright (c) 2017 Business Management Journal

Creative Commons License
This work is licensed under a Creative Commons Attribution-NonCommercial-ShareAlike 4.0 International License.

 

BUNDA MULIA PRESS
PROGRAM STUDI MANAJEMEN
Lantai 3, Ruang Akademik Program Studi Manajemen - Universitas Bunda Mulia
Jl. Lodan Raya No. 2, Ancol – Jakarta Utara 14430, Indonesia
Telp: +62 21 692 9090 ext.1364
Email: friza@bundamulia.ac.id