Proceedings of the 16th International Symposium on Management (INSYMA 2019)

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An analysis on the influence of customer loyalty program and service quality on customer loyalty with trust as a mediation variable on Samsung mobile phone

Authors
Andhika Surya Bagaskara, Murwanto Sigit
Corresponding Author
Murwanto Sigit
Available Online March 2019.
DOI
10.2991/insyma-19.2019.28How to use a DOI?
Keywords
customer loyalty program, service quality, trust, customer loyalty
Abstract

This study aims to determine the effect of customer loyalty programs and service quality on customer loyalty with trust as a mediation variable on Samsung mobile phone products. Variables in this research are customer loyalty program, service quality, trust, and customer loyalty. Respondents of this research were Samsung Smartphone users in Yogyakarta. The number of samples of this study was 153 people with convenience sampling technique. Structural Equation Modeling (SEM) was used as an Analysis technique. The results of this research show (a) the loyalty program has a positive and significant influence on customer trust and customer loyalty. (b) the quality of service has a positive and significant influence on customer trust and customer loyalty. (c) customer trust has a positive and significant influence on customer loyalty. (d) customer loyalty program has a positive and significant influence on customer loyalty with trust as a mediation variable. (e) the quality of service has a positive and significant influence on customer loyalty with trust as a mediation variable.

Copyright
© 2019, the Authors. Published by Atlantis Press.
Open Access
This is an open access article distributed under the CC BY-NC license (http://creativecommons.org/licenses/by-nc/4.0/).

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Volume Title
Proceedings of the 16th International Symposium on Management (INSYMA 2019)
Series
Advances in Social Science, Education and Humanities Research
Publication Date
March 2019
ISBN
978-94-6252-694-5
ISSN
2352-5398
DOI
10.2991/insyma-19.2019.28How to use a DOI?
Copyright
© 2019, the Authors. Published by Atlantis Press.
Open Access
This is an open access article distributed under the CC BY-NC license (http://creativecommons.org/licenses/by-nc/4.0/).

Cite this article

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TY  - CONF
AU  - Andhika Surya Bagaskara
AU  - Murwanto Sigit
PY  - 2019/03
DA  - 2019/03
TI  - An analysis on the influence of customer loyalty program and service quality on customer loyalty with trust as a mediation variable on Samsung mobile phone
BT  - Proceedings of the 16th International Symposium on Management (INSYMA 2019)
PB  - Atlantis Press
SP  - 111
EP  - 113
SN  - 2352-5398
UR  - https://doi.org/10.2991/insyma-19.2019.28
DO  - 10.2991/insyma-19.2019.28
ID  - Bagaskara2019/03
ER  -