PENGARUH TRUST DAN CUSTOMER SERVICE RESPONSE TERHADAP LOYALITAS PELANGGAN DI PROGRESS COFFEE AND ROASTERY MEDAN JOHOR

Abstract

This study aims to examine more deeply about how much influence trust and customer serviceresponse have on customer loyalty at Progress Coffee and Roastery Medan Johor. This research isa type of quantitative research. This study discusses "The effect of trust and customer serviceresponse on customer loyalty at Progress Coffee and Roastery Medan Johor. The results of the ttestindicate that trust (X1) has a t-count value (4,222)> t-table value (1,290) which means Ha isaccepted and Ho is rejected, with a significant value of 0.000, it can be stated that the trustvariable (X1) has a positive and significant effect on customer loyalty (Y). Customer service (X2)has a t-count value (.343) < t-table value (1.290) which means Ha is rejected and Ho is accepted,with a significant value of 0.732, it can be stated that the customer service variable (X2) has nopositive and significant effect on loyalty customer (Y). The results of the F test show that thecalculated F value is 10.377 > F table 3.091 with a sig value. 0.000 < 0.10 The results of this Ftest prove that trust (X1) customer service (X2) simultaneously has a positive and significant effecton customer loyalty (Y). The results of the Coefficient of Determination analysis show that thevalue of R Square is 0.422, which means that the relationship between the variables of trust,customer service and customer loyalty is 42.2%. The R2 value of 0.178 means that customer loyaltycan be explained by the trust and customer service variables of 17.8% while the rest is explainedby other factors not examined in this study. Adjusted R Square 0.161 and the value of the StandardError Of The Estimate is 3.713, the smaller the value of the Standard Error Of The Estimate, thebetter.Keywords: Trust, Customer Service Response, Customer Loyalty