Pengaruh Kepercayaan, Ikatan Emosi Dan Kepuasan Pelanggan Terhadap Loyalitas Pelanggan Pada Bengkel Astrido Toyota Daan Mogot Tangerang

Abstract

This research and study was conducted with the aim of looking at the effect of trust, emotional attachment and customer satisfaction on customer loyalty at Bengkel Astrido Toyota Daan Mogot Tangerang. The population in this study were the customers of the Astrido Toyota Workshop in Tangerang with a sample of 89 people. The results of statistical tests show that partially there is an influence between the variables of trust, emission bonds and customer satisfaction on customer loyalty at the Astrido Toyota Daan Mogot Workshop, Tangerang. Furthermore, simultaneously, it also shows that there is a significant effect between the variables of trust, emission bonds and customer satisfaction on customer loyalty at the Astrido Toyota Daan Mogot Workshop, Tangerang. 

Keywords: Trust, Emotional Bonds, Customer Satisfaction, Customer Loyalty