Abstract
This study aims to determine the effect of service quality and customer trust on customer satisfaction and customer loyalty of PT Surya Rafi Bersaudara. The population in this study were customers of PT Surya Rafi Bersaudara with a total of 75 respondents. The method of data collection is done by giving a list of questions or questionnaires to respondents who are customers at PT BKI , where the questionnaire is distributed to these customers. This study uses a data analysis tool that is partial Least Square (PLS), then this study uses the analysis method of structural equation models or Path Analysis to determine the causal relationship between latent variables contained in structural equations. The tool used in data processing using the Smart PLS program. The results of this study indicate that 1) service quality has a significant effect on customer satisfaction, 2) customer trust has a significant effect on customer satisfaction, 3) service quality has a significant effect on customer loyalty, 4) customer trust has no significant effect on customer loyalty, 5) customer satisfaction has a significant effect on customer loyalty.
 
 Keywords: Service Quality, Customer Trust, Customer Satisfaction, Customer Loyalty
Highlights
Every business must face competition in the era of free trade
That the results of this study are in accordance with the third hypothesis which states that Service Quality has a positive and significant effect on Customer Loyalty
Customer Trust is one of the factors that is very important in shaping Customer Satisfaction
Summary
Every business must face competition in the era of free trade. One of them is competition in the ship building and ship repair provider sector. The number of producers provider of manufacture and repair vessels were grown in Indonesia make the actors of business in the sector is to be able to compete to dominate the market. Many ways that can be done to be able to compete, among them is to always pay attention to service quality and customer trust. At the moment this in Samarinda already many who open a business venture provider of manufacture and repair vessels, one of which is PT Surya Rafi Bersaudara. Surya Rafi Bersaudara is a specialist company in the construction of ships made of iron with the type of Tug Boat (TB), Landing Craft Tank (LCT) which has proven its quality and performance. The company we are able to compete in quality
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