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PENGARUH KEPUASAN DAN KEPERCAYAAN PELANGGAN TERHADAP LOYALITAS PELANGGAN TOKO ONLINE DI KOTA MALANG

Saputra, Singgih Dwi (2019) PENGARUH KEPUASAN DAN KEPERCAYAAN PELANGGAN TERHADAP LOYALITAS PELANGGAN TOKO ONLINE DI KOTA MALANG. Bachelors Degree (S1) thesis, University of Muhammadiyah Malang.

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PENDAHULUAN.pdf

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BAB I.pdf

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BAB II.pdf

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BAB III.pdf

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Abstract

Thee purpose of this research is to test the impact of customer satisfaction and trust in customer loyalty in online stores. The population in this research is all customers of Indonesia's online store located in Malang City. Sampling using incidental sampling method as many as 110 respondents who have ever shopped in online store more than twice located in Malang City. The analytical tools used in this study are multiple linear regression analyses. The results showed the customer satisfaction significant positive effect on customer loyalty indicating if more satisfied customers online store then increasingly loyal on online store. Trust significant positive impact to customer loyalty that shows if more trust customer in online store then more loyal to online store.

Item Type: Thesis (Bachelors Degree (S1))
Student ID: 201210160311358
Thesis Advisors: Rahmad Wijaya (0023036802), Sri Nastiti Andharini (0721026501)
Keywords: Customer satisfaction, trust, Customer loyalty
Subjects: H Social Sciences > HB Economic Theory
H Social Sciences > HC Economic History and Conditions
H Social Sciences > HD Industries. Land use. Labor
H Social Sciences > HF Commerce
Divisions: Faculty of Economics > Department of Management (61201)
Depositing User: 201210160311358
Date Deposited: 26 Aug 2019 04:47
Last Modified: 26 Aug 2019 04:47
URI : http://eprints.umm.ac.id/id/eprint/52519

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