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