PENGARUH KINERJA LAYANAN, KEPERCAYAAN DAN KEPUASAN TERHADAP LOYALITAS KONSUMEN DALAM MENGGUNAKAN JASA PENGIRIMAN BARANG

Abstract

The background to the problem, that the various efforts made by the company are not offset
by increased sales. The results of the field survey showed that in the last three years of customer
loyalty to the service delivery HIRA Cargo Semarang branch decreased. This study aims to
determine and describe the effect of service performance, reliability and customer satisfaction to
customer loyalty in using freight forwarder Cargo Branch at Hira Semarang
Population of the research are a HIRA Cargo consumers who are still actively using the
HIRA freight Cargo Branch Semarang until October of 2012. Data collection is done using
questionnaires. The analysis including validity and reliability, the assumption test, test hypotheses
through F test and t test, coefficient of determination (R2). Data analyze techniques using linear
regression analysis.
Hypothesis testing using t test showed that the three independent variables studied were
service performance (X1), trust (X2), and customer satisfaction (X3) have significantly affect to the
dependent variable, customer loyalty (Y). Then through the F test showed that the variables service
performance, trust, and customer satisfaction have a significant effect in Customer loyalty.
Adjusted R Square proving that the customer loyalty variables can be explained by three variables
service performance, trust, and customer satisfaction.