Pengaruh Kepercayaan Terhadap Loyalitas Pelanggan Melalui Mediasi Kepuasan Pelanggan Pada Perusahaan Dupa Bali Shanti di Gianyar

Abstract

The purpose of this study was to find out the influence of customer trust on customer loyalty through customer satisfaction at Shanti Gianyar Bali Incense Company. The research was conducted by Shanti Gianyar, a Balinese incense company. The population of this study was a client of Incense Bali Shanti, a sample of 465 people and 82 sampel respondents, using probabilistic sampling techniques, and the method used was sampling oriented method. After the reliability and reliability test, the road analysis test and mediation test (Sobel). This study examined the influence of customer trust on customer loyalty with data analysis techniques used in Shanti Gianyar Bali Incense, sobel road methods and mediation tests. Based on this technique, according to direct exposure results, the standard trust factor of customer satisfaction is 0.892, customer loyalty is 0.901, customer satisfaction is 0.379, and customer trust is loyalty mediation. Customer satisfaction was 4,915. From the results of the Sobel Z = 4,195 and sig 0.00 tests it can be concluded that customer satisfaction can mediate the relationship between customer trust and customer loyalty.