The Effect of Customer Trust, Satisfaction on Customer Loyalty at Osteria Italiana LDA Restaurant in Dili, Timor Leste

Abstract

This research aims to examine the influence of customer trust and satisfaction on customer loyalty, testing the effect of trust on customer loyalty and testing the influence of customer satisfaction on customer loyalty. This research design is causal quantitative. The subjects of this research were Osteria Italiana customers at the restaurant. and the object is customer trust and satisfaction towards customer loyalty. Sampling using the methodpurposive sampling of 100 respondents. Methoddata collection using questionnaires and recording documents, which were analyzed using multiple linear regression. The research results show that customer trust has a positive and significant effect on customer loyalty, trust and customer satisfaction positive and significant on customer loyalty and customer satisfaction has a positive and significant effect significant to customer loyalty.