Pengaruh Handling Customer Complaints Dan Kepercayaan Pelanggan Terhadap Loyalitas Konsumen Gojek Pada Mahasiswa Universitas Pendidikan Ganesha Di Singaraja

Abstract

This study aimed at examining the effect of: (1) handling customer complaints toward consumer loyalty,(2) customer trust toward consumer loyalty, (3) handling customer complaints and customer trust toward consumer loyalty Gojek to college student Ganesha University of Education. The research design of this study was causal quantitative research. The object of this research were the handling customer complaints, customer trust and consumer loyalty. The subject of this research were college student Ganesha University of Education customer Gojek. The total sampel of this study were 95 people. The data collection of this study were questionnaire and multiple linear regresion analysis. The results showed that: (1) handling customer complaints has a positive and significant effect toward consumer loyalty, (2) customer trust has a positive and significant effect toward consumer loyalty, (3) handling customer complaints and customer trust have a significant effect toward consumer loyalty. Keywords: consumer loyalty, customer trust, handling customer complaints