PENGARUH KEPUASAN KERJA DAN STRES KERJA TERHADAP ENGAGEMENT EMPLOYEE DENGAN TURNOVER INTENTION SEBAGAI VARIABEL INTERVENING PADA PT ARA SHOES SEMARANG

Abstract

PT Ara Shoes Is a company engaged in the field of trade and distribution. For sport shoes 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 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 enhance customer confidence that can give positive impact to increase customer loyalty.
Population in this research were 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