PENGARUH KEPERCAYAAN DAN KUALITAS JASA TERHADAP KEPUASAN PELANGGAN DALAM MEMBENTUK LOYALITAS PELANGGAN PADA PT. ARPENI PRATAMA OCEAN LINE Tbk. CABANG SEMARANG

Abstract

PT. Arpeni Pratama Ocean Line Tbk is a
public company founded in Jakarta on
October 4, 1975 which is engaged in
transportation, opened a branch office in
Semarang in 2004. To achieve the mission of
the company is becoming the leading shipping
company in Indonesia, the company needs to
pay attention on customer loyalty. However,
in the year 2010-2014 the number of
customers decreased. The purpose of this
study is to know about: 1) the contribution of
trust and quality of services to satisfaction
directly, 2) the contribution of trust, service
quality and customer satisfaction to customer
loyalty both directly and indirectly. The
analysis tools used are test of validity,
reliability test, F test, T test, the coefficient
determination and path analysis. From the
data, has obtained the equation coefficient
calculation line as follows: Y =0,424 X1 +
0,232 X2 + 0,735 ɛ1 Based on the equation, it
can be seen that trust contributes greatly to
customer satisfaction and 73,5% is the
contribution of other factors. The second path
coefficient equation: Z =0,370X1+0,334X2
+0,315Y+ 0,441 ɛ2 Based on the second
equation, it can be seen that trust gives a
great contribution to customer loyalty and
44,1% is the contribution of other factors.