PENGARUH TRUST DAN KOMITMEN TERHADAP LOYALITAS  (STUDI PADA KOPERASI ARSA WINANGUN KINTAMANI)

I Made Surya Prayoga; I Wayan Gede Antok Setiawan Jodi; Bagus Nyoman Kusuma Putra

I Made Surya Prayoga Fakultas Ekonomi dan Bisnis Universitas Mahasaraswati Denpasar
I Wayan Gede Antok Setiawan Jodi Fakultas Ekonomi dan Bisnis Universitas Mahasaraswati Denpasar
Bagus Nyoman Kusuma Putra Fakultas Ekonomi dan Bisnis Universitas Mahasaraswati Denpasar

Keywords: Trust,, Commitment,, and Loyalty.

Abstract

Business competition occurs in all existing business lines as well as in cooperatives. In Bali
cooperatives continue to grow and develop rapidly. This development also influenced the overall
performance of cooperatives, be it members, capital and business volumes and assets. The problem in
this study is how the influence of trust and commitment simultaneously and partially on the Customer
Loyalty of Arsa Winangun Kintamani Cooperative and which variables among trusts and commitments
have the most dominant influence on customer loyalty in Arsa Winangun Kintamani Cooperative. The
purpose of this study is to determine and analyze the effect of trust and commitment simultaneously
and partially on the loyalty of Arsa Winangun Kintamani Cooperative Customers. The number of
samples used was 94 customers. The analysis technique used is multiple linear regression analysis. The
results of this study state that there is a positive and significant relationship between trust and
commitment simultaneously to customer loyalty at the Arsa Winangun Kintamani Cooperative and the
results of partial testing also state that there is a significant influence between trust and commitment to
customer loyalty and the commitment variable has a dominant influence on customer loyalty in the
Arsa Winangun Kintamani Cooperative.

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