Pengaruh Kemudahan, Keamanan, dan Kepercayaan terhadap Loyalitas Konsumen

Abstract

Consumers have various considerations when using online transportation services such as Maxim. This research aims to determine the influence of convenience, security, and trust on Maxim’s customer loyalty in Batam. The method used in this research is a quantitative-descriptive method. The data was collected through a questionnaire distributed to respondents who were Maxim consumers. The number of samples for this research is 100 samples where the sampling technique used is the purposive sampling method. The data analysis technique used is multiple linear regression which begins with data quality testing and classical assumption testing before carrying out influence tests and hypothesis testing. Hypothesis testing shows that convenience, security, and trust partially and simultaneously have a significant positive effect on customer loyalty. The results of this research can be a basis for Maxim and other online transportation companies to further increase the company's consumer loyalty in terms of convenience, security, and trust.