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JURNAL BISNIS DAN AKUNTANSI
Vol. 15, No. 1a, Is. 6, November 2013, Hlm. 39-48

THE EFFECTS OF CUSTOMER SATISFACTION, TRUST, DAN COMPLAINT HANDLING ON LOYALTY

MUWAFFICK

STIE Trisakti
muwaffick@stietrisakti.ac.id

 

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http://www.tsm.ac.id/JBA/JBAVOL15/THE EFFECTS OF CUSTOMER SATISFACTION, TRUST, DAN COMPLAINT HANDLING ON LOYALTY

ABSTRACT:

The purpose of this study was to examine the factors that influence Loyalty. Those factors are Customer Satisfaction, Trust, and Complaint Handling. The research sample was 150 of users Lion Air in Jakarta Timur selected by purposive sampling method. Data analysis method used is a simple regression analysis and multiple regression analysis with SPSS 21 program. The result on this research is Customer Satisfaction, Trust, and Complaint Handling have positive influence to Loyalty individually. And simultaneously, all the independent variables are have influence to dependent variables.

Keyword :Customer Satisfaction, Trust, Complaint Handling, Loyalty.
 
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