THE INFLUENCE OF TRUST AND SERVICE QUALITY ON LOYALTY THROUGH CUSTOMER SATISFACTION IN INDONESIAN MARKET PLACES

Abstract

This research aims at examining the influence of customer trust and service quality on customer
satisfaction and their impacts on customer loyalty in Indonesian market places. The research
data was collected by using questionnaires which were distributed to 100 customers. In
analyzing the data, the researcher applied path analysis method to answer the designated
research problems. Research results stated that service quality variables influence customer
satisfaction and customer loyalty, while customer trust influences customer satisfaction only.