ANALISIS PENGARUH PERCEIVED QUALITY, TERHADAP CUSTOMER LOYALTY MELALUI PERCEIVED VALUE, CUSTOMER SATISFACTION, CUSTOMER TRUST PADA KONSUMEN INDOMIE DI SURABAYA
Abstract
Nowadays, people seems to prefer something that is instant, and they’re so
into consumerism which is supported by so many food manufacturers providing
instant (fast) food to be consumed. One example of food that can be consumed
instantly is instant noodle. One of the instant noodle brand which is famous and
become most Indonesian’s favorite is Indomie. The affordable price and the taste
that is already customized according to Indonesian’s taste makes this product
became very popular among Indonesian.
This research is intended to find out and analysing the influence of variables
Perceived Quality towards Customer Loyalty by Perceived Value, Perceived Value,
Customer Satisfaction, and Customer Trust to Indomie customers at Surabaya.
Samples that are used in this research is based on the data from 100
respondent of man and woman, living at Surabaya, with an age limit of 18 – 60
years old. For processing and analysing data in this research that is using SPPS as
software to process data. The analyse shows that Statistical product and service
solutions (SPSS) with the software 22.0 as the software to process data.
Those empirical findings indicate the influence of Customer Satisfaction
towards Customer Trust has the highest regression coefficient with a value of
0.588. Perceived Quality towards Perceived Value with the regression coefficient
as high as 0.528. Perceived Quality dengan Customer Satisfaction with the
regression coefficient as high as 0.511. Customer Trust with Customer Loyalty with
the regression coefficient as high as 0.370. Customer Satisfaction with Customer
Loyalty with the regression coefficient as high as 0.270
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