THE EFFECT OF CUSTOMER VALUE AND CUSTOMER TRUST ON SATISFACTION AND CUSTOMER LOYALTY PT SAMATOR GAS INDUSTRI SAMARINDA SEBERANG

Authors

  • Indra Permana Kusuma Putra Mulawarman University, Indonesia
  • Syarifah Hudayah Mulawarman University, Indonesia
  • Gusti Noorlitaria Achmad Mulawarman University, Indonesia

DOI:

https://doi.org/10.29040/ijebar.v4i02.1048

Abstract

In this study involving consumers PT Samator Gas Industri Samarinda Seberang. In this study, a sample of 120 respondents was used to see customer satisfaction and customer loyalty. The data analysis used by the author is the Structural Equation Model (SEM). Hypothesis testing is done by multivariate analysis carried out through the SmartPLS program. Data analysis through partial Least Square (PLS) is done through two stages, namely: First, Assessing the outer model or measurement model. Second, assess the inner model or structural model. The results showed that Customer value had a significant positive effect on customer satisfaction, Customer trust had a significant positive effect on customer satisfaction, Customer value had a significant positive effect on loyalty, Customer trust had a significant positive effect on loyalty, Satisfaction had a non-significant positive effect on loyalty on PT Samator Gas Samarinda Industry Opposite.

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Published

2020-06-23

How to Cite

Putra, I. P. K., Hudayah, S., & Achmad, G. N. (2020). THE EFFECT OF CUSTOMER VALUE AND CUSTOMER TRUST ON SATISFACTION AND CUSTOMER LOYALTY PT SAMATOR GAS INDUSTRI SAMARINDA SEBERANG. International Journal of Economics, Business and Accounting Research (IJEBAR), 4(02). https://doi.org/10.29040/ijebar.v4i02.1048

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Vol. 4 No. 02 (2020): IJEBAR, VOL. 04 ISSUE 02, JUNE 2020

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