The Effect of Service Quality and Trust on Customer Satisfaction and Customer Loyalty

This study aims to analyze the effect of service quality and trust on customer satisfaction and customer loyalty at PT Qolbu Amanah Perdana Travel, a travel agent/companies in Banjarmasin. This study is included in quantitative research. The population consists of the company’s customers who have used the company’s services at least three times, therefore the sampling method uses total sampling. The regression analysis uses multiple linear regression. The results of this study can be concluded that service quality has a significant effect on Customer Satisfaction loyalty at travel companies in Banjarmasin. Customer trust has a significant effect on Customer Satisfaction at loyalty at travel companies in Banjarmasin. Service quality has an effect on Customer Loyalty loyalty at travel companies. Customer satisfaction has a significant effect on Customer Loyalty loyalty at travel companies. Furthermore, trust has a significant effect on Customer Loyalty loyalty at travel companies.

service quality, trust, customer satisfaction, and customer loyalty.

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