PENGARUH PRODUCT QUALITY, SERVICE QUALITY DAN CUSTOMER PERCEIVED VALUE TERHADAP CUSTOMER LOYALTY DENGAN DIMEDIASI TRUST PELANGGAN PADA MINI MARKET ALFAMART BOJA KENDAL

Abstract

Mini Market Alfamart Boja Kendal is one mini market which is managed by PT. Source Alfaria Trijaya Tbk., Is a company engaged in the field of trade and distribution. Mini Market Alfamart Boja Kendal in an effort to improve the trust of customers to shop at the store, it turns out the last few months is experiencing problems, where the volume of sales of various products has decreased from August to September 2015. The decrease in product sales showed that customers trust for Mini Market alfamart Boja Kendal still low, where these conditions result in low customer loyalty. Alleged lack of trust of customers motivated product quality offered by the mini market are low, service quality of employee and customer perceived value is low. Formulation of the problem in this research is how the manager attempts Mini Market Alfamart Boja Kendal to enhance customer confidence that can give positive impact to increase customer loyalty.
Population in this research were 350 respondents, of which the sampling technique using Simple Random Sampling and sample size as much as 78 respondents. The analysis technique used is multiple linear regression 2 stages. Based on the results of the analysis can be seen that the value of the t variable product quality (3.118), service quality (3.154) and customer perceived value (2.782)> t table 1.66515, so that product quality, service quality and customer perceived value is partially positive and significant impact on the customer trust. Product quality, service quality and customer perceived value simultaneously positive and significant impact on the trust of customers, due to the value of 32.367 F count> F table 2.73. t value of unstandardized predicted value variable customer trust 3,890> t table 1.66515, so that customer trust and significant positive effect on customer loyalty.
Keywords: product quality, service quality, customer perceived value, trust and customer loyalty