PENGARUH KUALITAS LAYANAN DAN KEPERCAYAAN PELANGGAN TERHADAP LOYALITAS PELANGGAN (Survei pada pelanggan PT. Widya Trans Cargo)

ABSTRACT Aditya Ari Perdana, 2013; The influence of the Service quality And customer trust Of customer loyalty (Survey on Customer PT Widya Trans Cargo Jakarta). The broad objective of this study is 1). To obtain a description of service quality, customer trust and customer loyalty PT Widya Trans Cargo. 2). To determine the effect of service quality on customer loyalty PT Widya Trans Cargo. 3). To determine the effect of customer trust on customer loyalty PT Widya Trans Cargo 4). To determine the effect of service quality and customer trust on customer loyalty PT Widya Trans Cargo. Number of population of all customers of PT Widya Trans Cargo 105 customers. Sampling techniques in the study is the whole population of 105. Descriptive analysis results indicate: a.) Service quality and customer trust has the value positive and negative respectively b). Service quality affect customer loyalty c). Customer trsut affect customer loyalty d). Services quality and customer trust are jontly affect customer loyalty. The results of hypothesis testing indicate: 1). Variable Service quality (X1) positive effect on customer loyalty. 2). Variable Customer trust (X2) positive effect on customer loyalty. 3) Service quality (X1) and customer trust (X2) jointly influence the Customer loyalty (Y). Service quality and customer trust affect customer loyalty by 56,4%. While the remaining 43,6% are influenced or explained by other variables not included in this research model. Suggestions to improve the service quality in every sector and needs more approach to customer to great customer trust. Keywords: Service quality, customer trust and customer loyalty