Pengaruh Pengalaman, Kepuasan, Kepercayaan, dan Komitmen Pelanggan Terhadap Loyalitas Pelanggan Go-Jek di Surabaya

This study aims to examine the effect of Customer Experience, Customer Satisfaction, Customer Trust, and Customer Commitment to Go-jek’s Customer Loyalty in Surabaya. This research is a quantitative type with survey approach. The data source comes from a questionnaire distributed to 110 Go-Jek’s customer in Surabaya. Questionnaires was measured by a Likert scale within scale of 1-5. The data analysis technique used is Multiple Linear Regression with the SPSS program. The results showed that the Customer Experience regression coefficient has a tcount of 2.423 with significance level of 0.017 (p <0.05). In other words, Customer Experience has a significant effect on the Customer Loyalty variable. Customer Satisfaction has a tcount of 2.843 with significance level of 0.005 (p <0.05). In other words, Customer Satisfaction has a significant effect on Customer Loyalty variables. Trust has a tcount of 2.410 with significance level of 0.018 (p <0.05). In other words, trust has a significant effect on the Customer Loyalty variable. Customer Commitment has tcount of 3,411 with significant level of 0.001 (p