THE INFLUENCE OF CUSTOMER SATISFACTION, CUSTOMER TRUST, AND SERVICE QUALITY ON CUSTOMER LOYALTY IN THE USE OF DELIVERY SERVICES (CASE STUDY ON FAY DELIVERY IN LAMONGAN CITY)

Abstract

This research aims to determine the partial, simultaneous and dominant influence of customer satisfaction, customer trust and service quality on customer loyalty to Fay Delivery. The population used was 150 consumers using the probability sampling technique. The methods used in this research are Validity Test, Reliability Test, Classical Assumption Test, Multiple Correlation Test, Coefficient of Determination Test, Multiple Linear Regression Test, T Test, F Test. The results of the t test calculation show that Xı has a tcount value of 1.928 > ttable 1.98282 while₂calculated t value 2.354 > t table 1.98282,₃calculated t value 8.400> t table 1.98282, then H₀rejected and Hıaccepted.The results of the F test calculations were obtainedthe result of the Fcount calculation is 137.485,meaning Ftable (2.69) ˃ Fcount (137.485)so H₀rejected and Hıaccepted.The results of multiple linear regression calculations were obtainedbased on the value Y = 4.472 + 0.130 Xı + 0.112₂+ 0.545₃. The results of the service quality variable (X₃) = 0.545 greater than other variables such as customer trust (X₂) = 0.112, customer satisfaction variable (Xı) = 0.130.