Pengaruh Kepercayaan dan Complaint Handling terhadap Loyalitas Konsumen Gojek di Kota Palembang

Verrel, Lihansen (2022) Pengaruh Kepercayaan dan Complaint Handling terhadap Loyalitas Konsumen Gojek di Kota Palembang. Undergraduate thesis, Universitas Katolik Musi Charitas Palembang.

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Abstract

This study aims to determine and test whether the variables of trust and complaint handling have a direct influence on consumer loyalty. This study uses a model from CRM Theory. The population in this study are all Palembang City society, and the number of samples are 100 respondents. The data analysis technique used is multiple linear regression analysis to determine the direct effect of trust and complaint handling variables on consumer loyalty. The results obtained from this study are the trust variable does not have a significant effect on consumer loyalty. Meanwhile, the complaint handling variable has a positive and significant effect on consumer loyalty. Keywords: Trust, Complaint Handling, Consumer Loyalty

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