PENGARUH KUALITAS PELAYANAN DAN KEPERCAYAAN TERHADAP LOYALITAS PELANGGAN (STUDI KASUS PADA KOLAM RENANG AL-AMIN BONDOWOSO)

This research aims to determine and analyze the influence of service quality, trust and customer satisfaction on customer loyalty at the Al-Amin swimming pool. The sample for this research was 96 respondents and the sample was determined using the lemeshow formula. The data analysis technique in this research uses multiple linear regression analysis using the SPSS 23 application. The results of this research show that partial service quality has a significant positive effect on customer loyalty, partial trust has no effect on customer loyalty. customer. Service quality and trust simultaneously have a significant positive effect on customer loyalty.