Effect of Trust and Commitment on Satisfaction and its Impact on Customer Loyalty in the Datascrip Online Store


Authors : Priyo Triatmanto

Volume/Issue : Volume 4 - 2019, Issue 8 - August

Google Scholar : https://goo.gl/DF9R4u

Scribd : https://bit.ly/2MjTcOx

This study aims to 1) analyze the magnitude of the influence of trust on customer satisfaction 2) analyze the magnitude of the influence of commitment to customer satisfaction 3) analyze the magnitude of the influence of commitment and trust simultaneously in customer satisfaction 4) analyze the magnitude of the influence of trust in customer loyalty 5) analyze the magnitude influence of commitment to customer loyalty 6) analyze the magnitude of the influence of commitment and trust simultaneously to customer loyalty and 7) analyze the effect of customer satisfaction on customer loyalty. The type of research used is Explanatory Research. The population in this study were customers at the Datascrip Online Store, which was 511 customers. The sampling technique uses purposive sampling is a sampling technique of data sources with certain considerations with a total sample of 100 respondents. The data analysis method used in this study is path analysis. The results of the analysis can be seen that trust affects customer satisfaction. Commitment influences customer satisfaction, meaning that with the increasing commitment of consumers in this case to have a feeling of pride, a feeling of belonging, attention to long-term success, being a loyal supporter and consumers having a loyal support attitude, customer satisfaction will increase. Commitment and trust simultaneously in customer satisfaction. The results of the analysis show that trust has an effect on customer loyalty that if increase consumer commitment, customer loyalty on Datascrip Online Store will increase. Commitment influences customer loyalty that if increase customer satisfaction, customer loyalty on Datascrip Online Store will increase. Commitment and trust simultaneously in customer loyalty at the Datascrip Online Store. its have a influence satisfaction customer loyalty at the Datascrip Online Store.

Keywords : Trust, Commitment, Customer Satisfaction and Loyalty.

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