DIMENSI KUALITAS PELAYANAN SEBAGAI UPAYA PENINGKATAN KEPUASAN PELANGGAN (Studi Pada Pelanggan Hotel X Semarang)

The problem in this study is the number of customer complaints at one of the Online Travel Agents (OTA) who stay at Hotel X Semarang which is allegedly caused by a condition between customer expectations and service quality. This study aims to analyze evidence of the physical effect (tangible), reliability, responsiveness, assurance, and empathy on customer satisfaction at Hotel X Semarang. The population in this study were customers at Hotel X Semarang with an unknown number. While the sampling technique used was purposive sampling with 96 respondents. From multiple linear regression analysis, the results shows that the variables of physical evidence (tangible), reliability, responsiveness, assurance and empathy have a positive and significant effect on customer satisfaction at Hotel X Semarang.Permasalahan dalam penelitian ini adalah banyaknya keluhan pelanggan pada salah satu Agen Perjalanan Online (OTA) yang menginap di Hotel X Semarang yang diduga disebabkan oleh kondisi antara harapan pelanggan dengan kualitas layanan. Penelitian ini bertujuan untuk menganalisis bukti pengaruh fisik (tangible), reliabilitas, daya tanggap, jaminan, dan empati terhadap kepuasan pelanggan di Hotel X Semarang. Populasi dalam penelitian ini adalah pelanggan Hotel X Semarang dengan jumlah yang tidak diketahui. Sedangkan teknik pengambilan sampel yang digunakan adalah purposive sampling dengan 96 responden. Dari analisis regresi linier berganda, hasil penelitian menunjukkan bahwa variabel bukti fisik, keandalan, daya tanggap, jaminan, dan empati berpengaruh positif dan signifikan terhadap kepuasan pelanggan di Hotel X Semarang.

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PENGARUH KEPUASAN DAN KEPERCAYAAN TERHADAP LOYALITAS PELANGGAN RUMAH MAKAN DUA PUTRI DI KELURAHAN MATANO KECAMATAN BUNGKU TENGAH

Jurnal Ilmu Manajemen Universitas Tadulako (JIMUT) ◽

10.22487/jimut.v3i2.79 ◽

2020 ◽

Vol 3 (2) ◽

pp. 111-122

Author(s):

Muhammad Randi Satrio ◽

Chalil Chalil ◽

Ira Nuriya Santi

Keyword(s):

Regression Analysis ◽

Data Analysis ◽

Customer Satisfaction ◽

Customer Loyalty ◽

Linear Regression Analysis ◽

Sampling Technique ◽

Multiple Linear Regression Analysis ◽

Purposive Sampling ◽

Analysis Technique ◽

Customer Trust

The purpose of this research is to test and analyze 1) Influence simultaneously variable of satisfaction and trust to customer loyality of Two Princess Restaurant in Matano Sub-District of Bungku Tengah District. 2) Partial influence of customer satisfaction variable on customer loyalty Two Putri Restaurant in Matano Village, Central Bungku District. 3) Partial influence of customer trust variable on customer loyalty of Two Princess Restaurant in Matano Sub-district of Bungku Tengah District. This type of research is descriptive causally. Sampling technique using Purposive Sampling, obtained sample of 60 respondents. Data analysis technique is multiple linear regression analysis. The results showed that based on the results of Test F, customer satisfaction variables and customer trust simultaneously have a positive and significant impact on customer loyalty Two Putri Restaurant in Matano Village, Central Bungku District. Partially, customer satisfaction variable (X1) has a positive and significant influence on customer loyalty of Two Putri Restaurant in Matano Village, Central Bungku District. The variable of customer trust (X2) has a positive and significant impact on customer loyalty of Two Princess Restaurant in Matano Sub-district, Bungku Tengah District. Tujuan penelitian adalah untuk menguji dan menganalisis 1) Pengaruh secara simultan variabel kepuasan dan kepercayaan terhadap loyalitas pelanggan Rumah Makan Dua Putri di Kelurahan Matano Kecamatan Bungku Tengah. 2) Pengaruh secara parsial variabel kepuasan pelanggan terhadap loyalitas pelanggan Rumah Makan Dua Putri di Kelurahan Matano Kecamatan Bungku Tengah. 3) Pengaruh secara parsial variabel kepercayaan pelanggan terhadap loyalitas pelanggan Rumah Makan Dua Putri di Kelurahan Matano Kecamatan Bungku Tengah. Tipe penelitian adalah deskriptif kausal. Teknik penarikan sampel menggunakan Purposive Sampling, diperoleh sampel sebanyak 60 responden. Teknik analisis data adalah analisis regresi linier berganda. Hasil penelitian menunjukkan bahwa berdasarkan hasil Uji F, variabel kepuasan pelanggan dan kepercayaan pelanggan secara simultan berpengaruh positif dan signifikan terhadap loyalitas pelanggan Rumah Makan Dua Putri di Kelurahan Matano Kecamatan Bungku Tengah. Secara parsial variabel kepuasan pelanggan (X1) berpengaruh positif dan signifikan terhadap loyalitas pelanggan Rumah Makan Dua Putri di Kelurahan Matano Kecamatan Bungku Tengah. Variabel kepercayaan pelanggan (X2) berpengaruh positif dan signifikan terhadap loyalitas pelanggan Rumah Makan Dua Putri di Kelurahan Matano Kecamatan Bungku Tengah.

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PENGARUH KUALITAS PRODUK TERHADAP KEPUASAN KONSUMEN MENGGUNAKAN PRODUK TUPPERWARE DI KOTA PALU

Jurnal Ilmu Manajemen Universitas Tadulako (JIMUT) ◽

10.22487/jimut.v1i2.23 ◽

2015 ◽

Vol 1 (2) ◽

pp. 233-240

Author(s):

Evilia Tristiyanti ◽

Suardi Suardi ◽

Syamsul Bachri Daeng Parani

Keyword(s):

Customer Satisfaction ◽

Product Quality ◽

Consumer Satisfaction ◽

Linear Regression Analysis ◽

Sampling Technique ◽

Multiple Linear Regression Analysis ◽

Analysis Method ◽

Probability Sampling ◽

Purposive Sampling ◽

The Relationship

This study aims to determine and analyze the effect of product quality on customer satisfaction using Tupperware products in Palu City. The type of research used is quantitative (showing the relationship between variables). The population of this study is that the general public who have used Tupperware products are not known with certainty. Sampling technique to determine the sample that will be used in this study using the technique of non probability sampling, the purposive sampling with the number of respondents 100 people. Data collection using questionnaire. The analysis method used multiple linear regression analysis. The result of the research showed that (1) There is influence of product quality significantly to customer satisfaction by using Tupperware product in Palu City (2)There is influence of product quality with performance, suitability, endurance, aesthetics and perceived significantly to consumer satisfaction using Tupperware product in Palu City. Penelitian ini bertujuan untuk mengetahui dan menganalisa pengaruh kualitas produk terhadap kepuasan konsumen menggunakan produk Tupperware di Kota Palu. Jenis penelitian yang digunakan adalah kuantitatif (menunjukan hubungan antar variabel). Populasi penelitian ini adalah seluruh masyarakat umum yang telah menggunakan produk Tupperware jumlahnya tidak diketahui dengan pasti. Teknik pengambilan sampel untuk menentukan sampel yang akan digunakan dalam penelitian ini menggunakan teknik non probability sampling, yaitu purposive sampling dengan jumlah responden 100 orang. Pengambilan data menggunakan kuesioner. Metode analisis menggunakan analisis regresi linear berganda.Hasil penelitian menunjukkan bahwa (1) terdapat pengaruh Kualitas produk secara signifikan terhadap kepuasan konsumen menggunakan produk Tupperware di Kota Palu (2) terdapat pengaruh kualitas produk dengan kinerja, kesesuaian, daya tahan, estetika dan perceived secara signifikan terhadap kepuasan konsumen menggunakan produk Tupperware di Kota Palu.

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PENGARUH PENGALAMAN MEREK DAN CITRA MEREK TERHADAP KEPUASAN KONSUMEN MENGGUNAKAN SHAMPO L’ORÉAL DI KOTA PALU

Jurnal Ilmu Manajemen Universitas Tadulako (JIMUT) ◽

10.22487/jimut.v4i3.124 ◽

2020 ◽

Vol 4 (3) ◽

pp. 219-228

Author(s):

Intan Permatasari ◽

Syamsul Bachri ◽

Ponirin Ponirin

Keyword(s):

Customer Satisfaction ◽

Significant Influence ◽

Consumer Satisfaction ◽

Brand Image ◽

Linear Regression Analysis ◽

Sampling Technique ◽

Multiple Linear Regression Analysis ◽

Brand Experience ◽

Purposive Sampling ◽

The Relationship

This research aims to know and analyze: (1) To analyze the influence of brand experience and brand image simultaneously have a significant influence on consumer satisfaction using L'Oréal Shampoo in Palu City (2) To analyze the influence of brand experience partially have a significant influence on customer satisfaction L'Oréal Shampoo in Palu City and (3) To analyze the influence of brand image partially have a significant effect on consumer satisfaction using L'Oréal Shampoo in Palu City. The type of research used is quantitative (showing the relationship between variables). The population in the study were those who used L'Oréal Shampoo in Palu city twice in the last 3 months. Sampling technique in this study using purposive sampling, with the number of samples of 75 people. Data collection using questionnaires. The analytical method used multiple linear regression analysis using SPSS release 16. The results showed that (1) The influence of brand experience and brand image simultaneously influenced the consumer's satisfaction by using L'Oréal Shampoo in Palu City (2) brand partially influential to customer satisfaction using L'Oréal Shampoo in Palu City (3) There is influence of brand image by partially influential toward consumer's satisfaction using L'Oréal Shampoo in Palu City. Penelitian ini bertujuan untuk mengetahui dan menganalisa: (1) Untuk menganalisis pengaruh pengalaman merek dan citra merek secara simultan berpengaruh signitifkan terhadap kepuasan konsumen menggunakan Shampo L’Oréal di Kota Palu (2) Untuk menganalisis pengaruh pengalaman merek secara parsial berpengaruh signitifkan terhadap kepuasan konsumen menggunakan Shampo L’Oréal di Kota Palu dan (3) Untuk menganalisis pengaruh citra merek secara parsial berpengaruh signitifkan terhadap kepuasan konsumen menggunakan Shampo L’Oréal di Kota Palu. Jenis penelitian yang digunakan adalah kuantitatif (menunjukan hubungan antar variabel). Populasi dalam penelitian adalah yang menggunakan Shampo L’Oréal di kota Palu sebanyak 2 kali dalam 3 bulan terakhir. Teknik penarikan sampel dalam penelitian ini menggunakan purposive sampling, dengan jumlah sampel sebanyak 75 orang. Pengambilan data menggunakan kuesioner. Metode analisis yang digunakan analisis regresi linear berganda dengan menggunakan aplikasi SPSS release 16. Hasil penelitian menunjukan bahwa (1) Terdapat pengaruh pengalaman merek dan citra merek secara simultan berpengaruh signitifkan terhadap kepuasan konsumen menggunakan Shampo L’Oréal di Kota Palu (2) Terdapat pengaruh pengalaman merek secara parsial berpengaruh signitifkan terhadap kepuasan konsumen menggunakan Shampo L’Oréal di Kota Palu (3) Terdapat pengaruh citra merek secara parsial berpengaruh signitifkan terhadap kepuasan konsumen menggunakan Shampo L’Oréal di Kota Palu.

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Pengaruh Tipe Industri, ROE, ROA Dan Kinerja Lingkungan Terhadap Pengungkapan Islamic Social Reporting

SKETSA BISNIS ◽

10.35891/jsb.v6i1.1583 ◽

2019 ◽

Vol 6 (1) ◽

pp. 1-12

Author(s):

Nuraeni ◽

Anik Mauilah

Keyword(s):

Statistical Analysis ◽

Environmental Performance ◽

Linear Regression Analysis ◽

Sampling Technique ◽

Total Sample ◽

Multiple Linear Regression Analysis ◽

Social Reporting ◽

Annual Reports ◽

Purposive Sampling ◽

Negative Effect

English This study aims to determine the effect of few variables, that is industiral type, profitability proxied by ROE and ROA, and environmental performance towards Islamic social reporting disclosure in companies listed in JII 2011-2015. The population in this study were all companies registered in JII 2011-2015, the sampling technique using purposive sampling, so that a total sample of 11 companies was obtained for five years, or equal to 55 annual reports. The analysis in this study is a descriptive statistical analysis by conducting a classic assumption test. The multiple linear regression analysis in this study uses SPSS 17 statistical analysis tools. The results of this study indicate that the Industry Type and Environmental Performance variables have no significant effect on Islamic Social Reporting Disclosure, while ROE has a significant negative effect and ROA has a significant positive effect on Islamic Social Reporting Disclosure. Keywords: Industrial Type, ROE, ROA, Environmental Performance, Islamic Social Reporting Disclosure. Indonesia Penelitian ini bertujuan untuk mengetahui pengaruh variabel tipe industri, profitabilitas yang diproksikan dengan ROE dan ROA, serta kinerja lingkungan terhadap pengungkapan islamic social reporting pada perusahaan yang terdaftar di JII Periode 2011-2015. Populasi dalam penelitian ini adalah seluruh perusahaan yang terdaftar di JII periode 2011-2015, teknik pengambilan sampel dengan menggunakan purposive sampling, sehingga diperoleh total sampel sebanyak 11 perusahaan selama lima tahun, atau sama dengan 55 laporan tahunan. Analisis dalam penelitian ini merupakan analisis statistik deskriptif dengan melakukan uji asumsi klasik. Adapun analisis regresi linier berganda dalam penelitian ini menggunakan alat analisis statistik SPSS 17. Hasil penelitian ini menunjukkan bahwa variabel Tipe Industri dan Kinerja Lingkungan berpengaruh tidak signifikan terhadap Pengungkapan Islamic Social Reporting, sedangkan ROE berpengruh negatif signifikan dan ROA berpengaruh positif signifikan terhadap Pengungkapan Islamic Social Reporting.

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Pengaruh Kualitas Layanan Terhadap Kepuasan, Kepercayaan Dan Loyalitas Pelanggan Travel Agent Di Kabupaten Badung

Jurnal Ilmiah Satyagraha ◽

10.47532/jis.v2i2.69 ◽

2020 ◽

Vol 2 (2) ◽

pp. 133-151

Author(s):

Ni Luh Indiani

Keyword(s):

Customer Satisfaction ◽

Service Quality ◽

Customer Loyalty ◽

Partial Least Square ◽

Travel Agent ◽

Travel Agents ◽

Insignificant Effect ◽

Customer Trust ◽

Online Travel ◽

Online Travel Agents

The development of increasingly advanced technology has an important influence in the tourism service industry, namely the utilization of internet technology in the process of booking tour and travels through online travel agents. Conventional travel agents are increasingly being abandoned as travelers turn to online travel agents. Under these conditions conventional travel agents need to make a number of efforts to keep customers in order to survive. This study aims to analyze the effect of service quality on satisfaction, trust and loyalty of travel agent customers in Badung regency.Research respondents are domestic and foreign customers who use travel agent services in Badung regency, as many as 70 respondents. Data collection was done through survey using questionnaire. Testing research hypothesis using Partial Least Square (PLS).The result of the research shows that 1) the quality of service has positive and significant effect to customer satisfaction, trust and loyalty, 2) customer satisfaction has positive and insignificant effect to customer loyalty, 3) customer trust has negative and insignificant effect to customer loyalty, 4) satisfaction and customer trust does not mediate the influence of service quality on customer loyalty.Travel agent in Badung regency should improve and pay attention to the indicators supporting the satisfaction, trust and customer loyalty so that customers are not easy to switch to competitors.

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Analisis Pengaruh Brand Awareness, Brand Loyalty dan Harga terhadap Kepuasan Pelanggan PT. Jico Agung Jakarta

Jurnal Akuntansi dan Manajemen ◽

10.36406/jam.v16i02.242 ◽

2019 ◽

Vol 16 (02) ◽

pp. 194-207

Author(s):

Estu Mahanani ◽

Bida Sari

Keyword(s):

Regression Analysis ◽

Customer Satisfaction ◽

Brand Loyalty ◽

Linear Regression Analysis ◽

Sampling Technique ◽

Multiple Linear Regression Analysis ◽

Brand Awareness ◽

F Test ◽

Research Population ◽

Analysis Determination

This study aims to determine the effect of brand awareness (X1), brand loyalty (X2) and price (X3) on Customer Satisfaction (Y). The method used is the interactive-associative research. This research population is all of the PT. Jico Agung’s customer in East Jakarta. The sampling technique is done by purposive sampling with certain criteria. The sample of the research are 30 respondents (PT. Jico Agung’s customer who live in RT.013 and 014, RW.07, North Utan Kayu, East Jakarta. Data collection is using observation, interviews and questionnaires. Analysis of the data used is quantitative analysis, including correlation analysis, determination analysis and multiple linear regression analysis (simultaneously), and hypothesis testing using t-test and F-test. The results of data processing performed with SPSS 25.0 for windows. The value of correlation coefficient (R) is 0,848. The value of determination coefficient (R2) is 0,687. It means that 68,7% variation of dependent variable (Customer Satisfaction) could be predicted from the combination of variables (brand awareness, brand loyalty and price) and the remaining 31,3% is influenced by other factors. The regression equation was obtained Ŷ = 0,26 + 0,360 X1+ 0,397X2 + 0,234X3. For the F test obtained F value is calculated at 22.266, greater than F-table (2,98) with α = 5%, so the conclusion: reject Ho and Ha is accepted. It means there is significant influence of brand awareness (X1), brand loyalty (X2) and price (X3) together on Customer Satisfaction (Y).

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ANALISIS PENGARUH PEMASARAN RELASIONAL TERHADAP KEPUASAN NASABAH DALAM MEMILIH PRODUK PERBANKAN (STUDI KASUS PADA NASABAH PRIORITAS BANK-BANK BUMN DI BANJARMASIN).

JWM (Jurnal Wawasan Manajemen) ◽

10.20527/jwm.v6i1.160 ◽

2019 ◽

Vol 6 (1) ◽

pp. 61

Author(s):

Kristin Meilisa ◽

Marijati Sangen

Keyword(s):

Regression Analysis ◽

Customer Satisfaction ◽

Relationship Marketing ◽

Linear Regression Analysis ◽

Multiple Linear Regression Analysis ◽

Customer Expectations ◽

Independent Variable ◽

Marketing Variables ◽

Public Banks

<p><em>This study aims to identify and analyze the influence of relationship marketing in the form of understanding customer expectations, building service partnership and trust simultaneously and partially to customer satisfaction on choosing banking products, a case study of priority customers on public Banks in Banjarmasin. The study was conducted by using multiple linear regression analysis to find the influence of the independent variable (X) to the dependent variable (Y), simultaneously and partially. The results showed that simultaneously relationship marketing variables significantly influenced customer. Partially, understanding customer expectations has no significant effects to customer satisfaction. Building service partnership and trust significanly influence customer satisfaction and trust is a dominant variable in achieving customer satisfaction. Public Bank in Banjarmasin should be able to increase trust its customers with all efforts.</em></p>

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PENGARUH KUALITAS LAYANAN DAN HARGA TERHADAP KEPUASAN KONSUMEN MEMBELI DI J.CO DONUTS DAN COFFE PALU GRAND MALL

Jurnal Ilmu Manajemen Universitas Tadulako (JIMUT) ◽

10.22487/jimut.v5i3.156 ◽

2020 ◽

Vol 5 (3) ◽

pp. 240-250

Author(s):

Dede Kuriang Listanto ◽

Chalil Chalil ◽

Ira Nuriya Santi

Keyword(s):

Regression Analysis ◽

Data Analysis ◽

Linear Regression ◽

Service Quality ◽

Multiple Linear Regression ◽

Linear Regression Analysis ◽

Sampling Technique ◽

Total Sample ◽

Multiple Linear Regression Analysis ◽

Purposive Sampling

This study aims to know the influence of service quality and price to consumen satisfaction at J.CO Donuts and Coffe Palu Grand Mall. Total sample in this study are 60 respondent, with Purposive sampling as sampling technique. Data analysis methode used in this research is Multiple Linear Regression Analysis. The result shows that service quality and price simultaneously have a signifikan influnce to consument satisfaction at J.CO Donuts and Coffe Palu Grand Mall. Service quality partially have a signifikan influence to consument satisfaction at J.CO Donuts and Coffe Palu Grand Mall. Price partially have a signifikan influence to consument satisfaction at J.CO Donuts and Coffe Palu Grand Mall. Tujuan dari penelitian ini yaitu untuk mengetahui pengaruh kualitas layanan dan harga terhadap kepuasan konsumen di J.CO Donuts dan Coffe Palu Grand Mall. Sampel yang digunakan penelitian ini yaitu sebanyak 60 responden, dengan teknik penarikan sampel yang digunakan adalah purposive sampling. Metode analisis data yang digunakan dalam penelitian ini adalah Regresi Linear Berganda. Hasil penelitian menunjukkan bahwa kualitas layanan dan harga secara serempak berpengaruh siginifikan terhadap kepuasan konsumen di J.CO Donuts dan Coffe Palu Grand Mall. Kualitas layanan secara parsial berpengaruh signifikan terhadap kepuasan konsumen di J.CO Donuts dan Coffe Palu Grand Mall. Harga secara parsial berpengaruh signifikan terhadap kepuasan konsumen di J.CO Donuts dan Coffe Palu Grand Mall.

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KUALITAS PRODUK DAN KUALITAS PELANAN SEBAGAI ANTASEDEN KEPUASAN PELANGGAN DALAM MEMBENTUK LOYALITAS PELANGGAN (Studi Pada Pelanggan Waroeng Spesial Sambal “SS” Cabang Veteran Yogyakarta)

Jurnal Fokus Manajemen Bisnis ◽

10.12928/fokus.v9i1.1547 ◽

2020 ◽

Vol 9 (1) ◽

pp. 14

Author(s):

Alo Rahmawati Mulyana ◽

Hendro Setyono

Keyword(s):

Customer Satisfaction ◽

Service Quality ◽

Product Quality ◽

Customer Loyalty ◽

Linear Regression Analysis ◽

Sampling Technique ◽

Multiple Linear Regression Analysis ◽

Primary Data ◽

Customer's Loyalty ◽

The City

The aim of study is to analyze about effect product quality and service quality on customer’s satisfaction to build customer’s loyalty at Waroeng Spesial Sambal “SS” in the branch of Veteran Yogyakarta. Population in this study are all consumers who make purchases at Waroeng Spesial Sambal “SS” the branch in the branch of Veteran Yogyakarta. While the sample in this study is a portion of consumers who have made purchases at least twice in the past year. The sampling technique uses purposive sampling. The data used in this study is primary data. The number of studies in this study were sixty samples in the city of Yogyakarta which were processed using multiple linear regression analysis and mediation analysis using SPSS 20 for windows. The results of the analysis in this study are: product quality dosen’t have a significant effect on customer satisfaction, service quality has a significant effect on customer satisfaction, customer satisfaction doesn’t have a significant effect on customer loyalty, product quality dosen’t have a significant effect on customer loyalty and service quality has a significant effect on customer loyalty of the two independentvariables dosen’t indicate a mediating relationship with customer satisfaction as a mediator variable.

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PENGARUH KEPERCAYAAN, KEPUASAN KONSUMEN, DAN NILAI TERHADAP LOYALITAS PRODUK

Jurnal Riset Manajemen dan Bisnis ◽

10.21460/jrmb.2017.121.274 ◽

2017 ◽

Vol 12 (1) ◽

pp. 55

Author(s):

Rintar Agus Simatupang

Keyword(s):

Customer Satisfaction ◽

Consumer Satisfaction ◽

Linear Regression Analysis ◽

Perceived Value ◽

Sampling Technique ◽

Multiple Linear Regression Analysis ◽

Positive Influence ◽

Validity And Reliability ◽

Convenience Sampling ◽

Positive Effect

This study aims to examine the influence of trust, customer satisfaction, perceived value on loyalty simultaneously and test the influence of trust, customer satisfaction, and perceived value on loyalty partially. Respondents in this study are consumers of notebook users. The sampling technique is done through convenience sampling technique. The number of respondents that can be used as a sample is as much as 250 respondents. Before the first analysis is done the validity and reliability test with the aim of knowing the level of validity and reliability, then analyzed using multiple linear regression analysis. The result of analysis shows that trust, consumer satisfaction and perceived value have positive influence on loyalty simultaneously, then based on partial test of trust variable does not affect to loyalty, while consumer satisfaction and perceived value have positive effect on loyalty.Keywords: Trust, Consumer Satisfaction, Perceived Value, Loyalty.Penelitian ini bertujuan untuk menguji pengaruh kepercayaan, kepuasan konsumen, nilai yang dipersepsikan pada loyalitas secara simultan dan menguji pengaruh kepercayaan, kepuasan konsumen, dan nilai yang dipersepsikan pada loyalitas secara parsial. Responden dalam penelitian ini adalah konsumen pengguna notebook. Teknik pengambilan sampel dilakukan melalui teknik convenience sampling. Jumlah responden yang dapat digunakan sebagai sampel adalah sebanyak 250 responden. Sebelum dilakukan analisis terlebih dahulu dilakukan uji validitas dan reliabilitas dengan tujuan mengetahui tingkat validitas dan reliabilitas, kemudian dianalisis menggunakan analisis regresi linier berganda. Hasil analisis menunjukkan kepercayaan, kepuasan konsumen dannilai yang dipersepsikan berpengaruh positif pada loyalitas secara simultan, kemudian berdasarkan pengujian secara parsial variabel kepercayaan tidak berpengaruh terhadap loyalitas, sedangkankepuasan konsumen dan nilai yang dipersepsikan berpengaruh positif pada loyalitas.Kata Kunci: Kepercayaan, Kepuasan Konsumen, Nilai yang Dipersepsikan, Loyalitas

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