ANALISIS PENGARUH TRUST, CONSUMER SATISFACTIONudDAN PERCEIVED VALUE TERHADAP LOYALTYudDENGAN COMMITMENT SEBAGAI VARIABEL MEDIASIud( Studi Kasus Pada Pelanggan The Sunan Hotel Solo )

摘要

The objective of research is to examine the effect of trust, consumer satisfaction andudperceived value on the loyalty with commitment as the mediating variable. In this study theudrelationship consumer loyalty encompasses three following things: trust, consumer satisfactionudan perceived value. The sample of research was the user of Solo The Sunan Hotel’s service asudmany as 120 respondents. The sampling technique used was convenience sampling.udHypothesis in this research are variable trust, consumer satisfaction, and perceived valueudhave direct influence with loyalty; variable trust, consumer satisfaction, and perceived valueudhave indirect influence with loyalty; variable commitment have direct influence with loyalty.udThe analysis instrument used to test the fitness of model and hypothesis proposed was SEMudmethod with AMOS 16 program aid. The result of analysis shows that the values size existing inudthe goodness of fit is Chi-square (123,3) at significance level (0,27), RMSEA (0,048), CMIN/ dfud(1,297), GFI (0,906), AGFI (0,834), TLI (0,973), and CFI (0,983). For the parameter estimation,udit is shown that all paths estimated are significant.udThe conclusion that can be drawn is that from seven hypotheses proposed, in fact all ofudthem are supported. It indicates that the trust, consumer satisfaction, perceived value affectsudpositively the commitment and loyalty.udBased on the result of research, the recommendation given is that in the attempt ofudincreasing the commitment and loyalty, the company should improve the trust, consumerudsatisfaction and perceived value by optimizing the company’s entire capabilities and evaluatingudintensively the unsatisfactory service.udKeywords: trust, consumer satisfaction, perceived value, commitment and loyalty.