PENGARUH KEPERCAYAAN, KUALITAS PELAYANAN DAN KEPUASAN PELANGGAN TERHADAP CUSTOMER RETENTION LAUNDRY KILOAN ABIANBASE MENGWI

Abstrak

Fenomena kondisi perekonomian suatu negara akan mengubah pola pikir masyarakat. Demikian pula yang terjadi di Indonesia saat ini, masyarakat menentukan sendiri barang dan jasa yang dikehendaki sesuai dengan kemampuan ekonomis yang dimilikinya. Konsumen bebas menggunakan uang yang dimilikinya serta bebas untuk membandingkan produk atau jasa yang ada beserta faktor yang berhubungan dengan produk atau jasa tersebut seperti kepercayaan, kualitas pelayanan dan kepuasan pelanggan. Penelitian ini bertujuan, untuk mengetahui dan menjelaskan penerapan kepercayaan, kualitas pelayanan dan kepuasan pelanggan terhadap customer retention Laundy Kiloan Abianbase. Penelitian ini dilakukan di Laundry Kiloan Abianbase. Metode pengumpulan data melalui penyebaran kuesioner kepada 100 responden yang merupakan pelanggan Laundry Kiloan Abianbase. Sampel yang diambil berdasarkan teknik probability sampilng; simple random sampling. Peneliti memberikan peluang yang sama bagi setiap pelanggan Laundry Kiloan Abianbase untuk dipilih menjadi sampel. Teknik analisis data dalam penelitian ini menggunakan teknik analisis linear berganda yang diolah menggunakan aplikasi IBM SPSS 25.0 for Windows. Hasil analisis menunjukan bahwa 1) Kepercayaan berpengaruh terhadap customer retention Laundry Kiloan Abianabase 2) Kualitas pelayanana berpengaruh terhadap customer retention Laundry Kiloan Abianbase 3) Kepuasan pelanggan berpengaruh terhadap customer retention.

Abstract

The phenomenon of the economic condition of a country will change the mindset of the people. Similarly, what is happening in Indonesia today, people determine for themselves the goods and services they want in accordance with their economic capabilities. Consumers are free to use their money and are free to compare existing products or services along with factors related to these products or services such as trust, service quality and customer satisfaction. This study aims to identify and explain the application of trust, service quality and customer satisfaction to Laundy Kiloan Abianbase's customer retention. This research was conducted at the Laundry Kiloan Abianbase. The method of data collection is through distributing questionnaires to 100 respondents who are customers of Laundry Kiloan Abianbase. Samples were taken based on probability sampling technique; simple random sampling. Researchers provide equal opportunities for every customer of Laundry Kiloan Abianbase to be selected as samples. The data analysis technique in this study used multiple linear analysis techniques which were processed using the IBM SPSS 25.0 for Windows application. The results of the analysis show that 1) Trust affects customer retention Laundry Kiloan Abianabase 2) Service quality affects customer retention Laundry Kiloan Abianbase 3) Customer satisfaction affects customer retention.