PENGARUH KEPERCAYAAN DAN KOMITMEN TERHADAP LOYALITAS KONSUMEN PADA PT JNE SURABAYA

Abstract

This research is aimed to analyze the influence of trust and commitment to customer loyalty. This research was
conducted at PT Jalur Nugraha Ekakurir (JNE) Surabaya. The population in this research has been obtained by
using non-probability sampling method on the customer of PT Jalur Nugraha Ekakurir (JNE) in January 2017.
Based on the predetermined criteria then 145 respondents have been selected as samples. The data collection has
been done by providing list of questions to the respondents which are the customers of PT Jalur Nugraha
Ekakurir (JNE) Surabaya about trust and commitment to the customer loyalty. The analysis method has been
carried out by using multiple linier regression analysis instrument SPSS (statistical product and service
solutions). The result of the research shows that trust trust is 0,251, it shows that trust give positve and
significant influence to the customer loyalty. The commitment is 0,637, it indicates that commitment give
positve and significant influence to the customer loyalty. Trus and commitment can explain the customer loyalty
as many as 54,3% and the rest is 45,7% which is explained by other variables which are not included in this
research.

Keyword: consumer confidence, commitment, consumer loyalty.