PENGARUH TRUST DAN CUSTOMER SERVICE RESPONSE TERHADAP LOYALITAS PELANGGAN DI PROGRESS COFFEE AND ROASTERY MEDAN JOHOR

Abstract

ABSTRACT
This study aims to examine more deeply about how much influence trust and customer service
response have on customer loyalty at Progress Coffee and Roastery Medan Johor. This research is
a type of quantitative research. This study discusses "The effect of trust and customer service
response on customer loyalty at Progress Coffee and Roastery Medan Johor. The results of the ttest
indicate that trust (X1) has a t-count value (4,222)> t-table value (1,290) which means Ha is
accepted and Ho is rejected, with a significant value of 0.000, it can be stated that the trust
variable (X1) has a positive and significant effect on customer loyalty (Y). Customer service (X2)
has a t-count value (.343) < t-table value (1.290) which means Ha is rejected and Ho is accepted,
with a significant value of 0.732, it can be stated that the customer service variable (X2) has no
positive and significant effect on loyalty customer (Y). The results of the F test show that the
calculated F value is 10.377 > F table 3.091 with a sig value. 0.000 < 0.10 The results of this F
test prove that trust (X1) customer service (X2) simultaneously has a positive and significant effect
on customer loyalty (Y). The results of the Coefficient of Determination analysis show that the
value of R Square is 0.422, which means that the relationship between the variables of trust,
customer service and customer loyalty is 42.2%. The R2 value of 0.178 means that customer loyalty
can be explained by the trust and customer service variables of 17.8% while the rest is explained
by other factors not examined in this study. Adjusted R Square 0.161 and the value of the Standard
Error Of The Estimate is 3.713, the smaller the value of the Standard Error Of The Estimate, the
better.

Keywords: Trust, Customer Service Response, Customer Loyalty