PENGARUH KEPUASAN , KEPERCAYAAN DAN LAYANAN TERHADAP LOYALITAS PELANGGAN SAKINAH SUPERMARKET SURABAYA

Abstract

he purpose of this research to find out whether there is an influence of satisfaction, trust and services
to the customer loyalty Sakinah supermarket Surabaya. The scope of this research is all visitors who
have ever visited and purchased at Sakinah supermarket Surabaya and they have been selected as
samples by using accidental sampling. The numbers of samples are 100 respondents. The analysis
technique has been done by using multiple linear analysis.The variables of satisfaction, trust and
se
rvices have been used to the customer loyalty of Sakinah supermarket Surabaya.The result of the
research shows that satisfaction, trust and service give influence to the customer loyalty of Sakinah
supermarket Surabaya.The result of the research shows that service has dominant influence to the
customer loyalty at Sakinah supermarket Surabaya.When the level of satisfaction, trust and service
quality which have been provided by Sakinah supermarket Surabaya is getting high, it will increase
the customer loyalty of Sakinah supermarket Surabaya.It is suggested that the management of Sakinah
supermarket Surabaya should improve the services which have been provided and maintain the
satisfaction and the trust. Because by increasing satisfaction, trust and service to the customer will
provide customer loyalty on Sakinah supermarket Surabaya. So it will give an impact to the profit or
more benefit to the Sakinah supermarket Surabaya.

Keywords: satisfaction , trust , services and customer loyalty