INFLUENCE QUALITY SERVICE, TRUST CUSTOMER AND SATISFACTION CUSTOMER TO LOYALTY CUSTOMER (ON SHOP FAMILY SILVER)

Abstract

Problem on fluctuating gold prices is the supply and demand of gold. Not only for daily necessities commodity products, the law of supply and demand also applies to gold commodities. Competitive market dynamics, gold shops are not only required to provide high-quality products, but also must be able to provide superior services and build a level of customer trust and satisfaction consistently. The research method used to determine the effect of customer trust on loyalty customer through satisfaction customer at Toko Perak Family, the author uses a quantitative method. Methods of gathering data through questionnaire distribution. The findings in the examination obtained an F count value of 5.971 with a value of significance (Sig.) of 0.001. Significance value is smaller than 0.05 (0.001 <0.05), so it can be determined for the regression model is using feasible and that variables X1, X2, and X3 concurrently have a major impact on variable Y. Product quality has an position in product quality. The better the product quality, the greater the customer loyalty that will be established. Service quality has a positive impact to loyalty, it can be seen the role of a good operator in customer loyalty is very significant.