Open AccessMembangun Komitmen Pelangan Melalui Kualitas Pelayanan Dan Trust Pelanggan Toko Swalayan
Author(s) -
Salamatun Asakdiyah
Publication year - 2021
Publication title -
jurnal sains sosio humaniora
Language(s) - English
Resource type - Journals
eISSN - 2580-2305
pISSN - 2580-1244
DOI - 10.22437/jssh.v5i1.14155
Subject(s) - respondent , nonprobability sampling , service quality , moderation , business , test (biology) , regression analysis , customer satisfaction , marketing , variables , customer retention , service (business) , psychology , statistics , advertising , mathematics , sociology , political science , paleontology , population , demography , law , biology
This research aimed to test influence between service quality, customer trust also interaction between service quality and customer trust in the building of customer commitment of supermarket. This research efforted in Pamella Supermarket in Yogyakarta. Sample categorized with sampling convenience method and purposive sampling. Data collection efforted by giving list of quetion to the respondent that is contains about service quality, customer trust and customer commitmnet. This research use moderator Regression Analysis. In the other side, T test and F test are used to the asked hypothesis. This result of partially regression coefficient test with T test shows that service quality, customer trust also interaction betwen them influence significantly to customer commitment. In the other side coefficient regression with F test’s result shows that variables of service quality, customer trust also interaction between them 60 th influence to customer commitment. Variable of service quality, customer trust also interaction between them are able to explain customer commitment variable up 81,9% and the rest is 18,1% caused by another variables that is not included in the research model.