The Effect of Customer Trust and Company Image on Customer Satisfaction and Customer Loyalty in Indonesia Classification Bureau in Samarinda

Abstract

This study aims to determine the effect of customer trust and company image on customer satisfaction and customer loyalty at the Indonesian Classification Bureau. The population in this study were customers of PT BKI with a total of 95 respondents. The method of data collection is done by giving a list of questions or questionnaires to respondents who are customers at PT BKI, where the questionnaire is distributed to these customers. This study uses a data analysis tool that is partial Least Square (PLS), then this study uses the analysis method of structural equation models or Path Analysis to determine the causal relationship between latent variables contained in structural equations. The tool used in data processing using the Smart PLS program. The results of this study indicate that 1) customer trust has a significant effect on customer satisfaction, 2) company image has a significant effect on customer satisfaction, 3) customer trust has a significant effect on customer loyalty, 4) company image has a significant effect on customer loyalty, 5) customer satisfaction has an significant effect to customer loyalty.
 Keywords: Customer Trust, Company Image, Customer Satisfaction, Customer Loyalty

The Effect of Service Quality and Price on Customer Satisfaction

“…High service quality can be achieved by identifying problems in service and defining measures for service performances and outcomes as well as level of customer satisfaction (Suciptawati et al, 2019), Service quality is an abstract conception and is like to be understood because the quality of service has intangible characteristics (intangibility), varied (variability), nondurable (perishability), and production and consumption of services occur simultaneously (inseparability) (Putra & Amrial, 2021), the results showed that the quality of service has a positive and significant influence on customer satisfaction, this is in line with the research of (Maharsi et al, 2021), (Utomo et al, 2022) that customer satisfaction is influenced by the high or low quality of service. Services are well able to determine the satisfaction of consumers is the quality of services (Mahsyar & Surapati, 2020). Service quality has a positive impact on customer satisfaction.…”

Pengaruh Promosi Penjualan, Kepercayaan terhadap Loyalitas Konsumen melalui Kepuasan Konsumen Layanan Pesan Antar Makanan di Jakarta

“…Sikap baik konsumen setelah konsumen produk atau jasa menggambarkan kepercayaan (Mahsyar et al, 2020). Perilaku menggunakan produk atau layanan sebelumnya menunjukkan bahwa konsumen menaruh rasa percaya (Komalasari et al, 2021).…”

Kualitas Layanan dan Harga terhadap Kepuasan Pelanggan: Studi Empiris pada Minuman dan Makanan

“…Mengabaikan kualitas layanan dapat berdampak pada ketidakpuasan konsumen terhadap bisnis/organisasi. Dengan demikian, kualitas pelayanan merupakan atribut yang berperan penting dalam memasarkan produk atau jasa yang ditawarkan (Mahsyar & Surapati, 2020). Harga tidak hanya berkaitan dengan kualitas layanan, tetapi juga merupakan salah satu bentuk strategi pemasaran.…”