通过顾客信任研究声誉和能力对顾客忠诚的影响

International Journal of Global Accounting, Management, Education, and Entrepreneurship Pub Date : 2021-04-28 DOI:10.48024/ijgame2.v1i2.22

Ari Dwi Astono

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引用次数: 3

摘要

本研究以顾客信任为中介变量，分析声誉、能力对顾客忠诚的影响。本研究的人口是中爪哇私立高等院校的学生，他们是高等教育机构服务第六区的成员，而5所私立大学的样本，使用有目的的抽样方法，采用190名受访者的Slovin公式。分析技术使用回归分析。研究结果表明，顾客信任变量可以是一个中介变量，也可以在声誉变量和胜任力变量对顾客忠诚变量的直接影响之间起到中介作用。

本文章由计算机程序翻译，如有差异，请以英文原文为准。

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THE THE EFFECT OF REPUTATION AND COMPETENCE ON CUSTOMER LOYALTY THROUGH CUSTOMER TRUST

This study aims to analyze the effect of reputation, competence on customer loyalty with customer trust as an intervening variable. The population in this study were students of private tertiary institutions in Central Java who are members of Services for Higher Education Institutions Region VI, while a sample of 5 private universities, using the purposive sampling method, was taken with the Slovin formula of 190 respondents. The analysis technique uses regression analysis. Research results show the customer trust variable can be an intervening variable or able to mediate between the direct influence of the reputation variable and the competency variable on customer loyalty variables.

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International Journal of Global Accounting, Management, Education, and Entrepreneurship

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