Date: 27-10-2021 Digital Publication Services : OSREL | JABM | JAM | ABMR | ABMCS

Pengaruh Kualitas Pelayanan, Kepercayaan, Dan Kepuasan Pelanggan Terhadap Loyalitas Pelanggan Pada Asuransi ASEI Cabang Malang

Author Irfan Diansyah K. 20010.1.31599
Category Manajemen Pemasaran


The aims of this study to determine the extent of the influence of Service Quality (X1), Trust (X2), and Customer Satisfaction (X3) on Customer Loyalty (Y) in ASEI Insurance of Malang Branch. The analysis Method in this study is qualitative and quantitative analysis by using regression analysis methods that produce the following regression equation, Y = -0,480 + 0,071X1 + 0,498X2 + 0,334X3. Because all of coefficients are positive, this is means that these three variables have positive relationshipsline to the dependent variable. Figures Adjusted R Square of 0.229 show that 22.9 percent of the variation of Customer Loyalty can be explained by the three independent variables in the regression equation. Whereas another 77.1 percent can be explained by other variables beyond the three variables used in this study.