Influence of corporate image and relationship quality on customer Trust and customer loyalty on the pt garuda indonesia in Surabaya.

Putro, A.J.Jan Wellyan Toni (2016) Influence of corporate image and relationship quality on customer Trust and customer loyalty on the pt garuda indonesia in Surabaya. Asian Journal of Business and Management Sciences., 4 (11). pp. 24-36. ISSN 2047-2528

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Abstract

In essence, this study tested the theory of loyalty Morgan & Hunt, The populations are all domestic passengers PT. Garuda Indonesia in Surabaya, used a sample n = 150, the sampling technique used is purposive sampling. The research is exploratory research with SEM as analysis tools. Hypothesis 1-5, accepted. which means that every increase in Corporate image will increase customer trust, every increase in relationship quality will increase customer trust, every increase in corporate image will raise Customer loyalty, every increase in relationship quality will raise Customer loyalty, and every increase in customer trust will increase customer loyalty. The path coefficient from customer trust provides the largest indirect effect on relationship quality (Internal Information) on customer loyalty. this study indicate that the corporate image and relationship quality has direct impact on customer loyalty or through customer trust, and customer trust does have a significant direct effect on customer loyalty.

Item Type: Article
Uncontrolled Keywords: Corporate Image, Relationship Quality, Customer Trust, Loyalty.
Subjects: Business > Management
Divisions: Journal Publication
Depositing User: F.X. Hadi
Date Deposited: 06 Dec 2018 04:06
Last Modified: 29 Mar 2019 04:35
URI: http://repository.wima.ac.id/id/eprint/16429

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