Analysis of Service Quality, Customer Satisfaction, Customer Loyalty, Customer Trust And Customer Commitment

International Journal of Economics and Management Studies

© 2020 by SSRG - IJEMS Journal

Volume 7 Issue 12

Year of Publication : 2020

Authors : Aldila Krisnaresanti, Yusriyati Nur Farida, Cut Misni Mulasiwi

10.14445/23939125/IJEMS-V7I12P114

How to Cite?

Aldila Krisnaresanti, Yusriyati Nur Farida, Cut Misni Mulasiwi, "Analysis of Service Quality, Customer Satisfaction, Customer Loyalty, Customer Trust And Customer Commitment," SSRG International Journal of Economics and Management Studies, vol. 7,  no. 12, pp. 91-97, 2020. Crossref, https://doi.org/10.14445/23939125/IJEMS-V7I12P114

Abstract:

Edumart "Kosuku" Jenderal Soedirman University is a minimarket located at Jenderal Soedirman University (UNSOED). This mini market is one of the business sectors managed by "KOSUKU" UNSOED. This study aims to analyze the respondents' satisfaction level towards the service quality given by EDUMART KOSUKU UNSOED and its impacts on the customer's loyalty, trust, and commitment. This study is a quantitative research and survey research. The subjects of this research are the customer of EDUMART KOSUKU UNSOED. Data analysis technique with Customer Satisfaction Index (CSI) and Importance Performance Analysis (IPA). The customer satisfaction variable significantly affects the service quality variable given by Edumart KOSUKU UNSOED based on physical evidence, trust evidence, responsiveness evidence, assurance evidence, empathy evidence, and willingness to repurchase. The customer satisfaction variable and service quality variable significantly affect the customer loyalty variable, the customer trust variable, and the customer commitment variable.

Keywords:

Customer Satisfaction, Service Quality, Loyalty.

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