Effects of Service Quality, Customer Trust and Corporate Image on Customer Satisfaction and Loyalty: An Assessment of Travel Agencies Customer in South Sumatra Indonesia

Abstract

This study aims to determine the determinant of customer satisfaction and their implications for consumer loyalty. The method used in this study is a survey method. The population in this study is that consumers who have use the services of tour and travel companies in South Sumatra. This research use of purposive sampling technique. To meet the minimum requirements path analysis then taken sample of 200 respondents to the provisions of the election to travel agencies customers in South Sumatra. The results showed that there are influences between the variables of service quality, trust and corporate image on consumer satisfaction. There is influence between service quality and customer satisfaction. There is influence between trust and customer satisfaction. There are influences between service quality, trust and customer satisfaction on consumer loyalty. There is influence between service quality and customer loyalty. There is no influence between trusts on customer loyalty. There is influence between customer satisfaction and customer loyalty.