Pengaruh komitmen, kepercayaan, dan kepuasan terhadap retensi pelanggan Honda Matic

Naldi Dwi Satriawan, M Nadjib Usman

Abstract


This study aimed to determine the effect of commitment, trust, and customer retention both partially and simultaneously. This research is also the development of research with reference to the journals and books for the theoretical framework. The subjet was determined by a purposive sampling, which consisted of 30 respondents as sample determination, and this was added with 59 respondents in order to meet the required sample as based on the theory. The data were collected by distributing questionnaires. This questionnaire is used to determine the degree of the effect of commitment, trust, and satisfaction on the customer retention. The data were analyzed by using a descriptive quantitative. The results show, that trust and customer satisfaction partially have signifi cant effect on customer retention while partial commitment does not affect customer retention. Yet, commitment, trust, and satisfaction simultaneously affect customer retention


Keywords


Commitment, Trust, Satisfaction, Customer Retention

Full Text:

PDF


DOI: http://dx.doi.org/10.14414/jbb.v8i1.1516

Refbacks

  • There are currently no refbacks.


Copyright (c) 2019 Journal of Business & Banking



Abstracting & Indexing

 


Hasil gambar untuk ccby logo

Copyright @ 2011 Pusat Penelitian dan Pengabdian Masyarakat Sekolah Tinggi Ilmu Ekonomi (PPPM STIE)