The Influence of Product Quality, Brand Image, and Quality of Service to Customer Trust and Implication on Customer Loyalty (Survey on Customer Brand Sharp Electronics Product at the South Kalimantan Province)

Abstract

This research aims to examine the influence of: 1) examine the influence of Product Quality, Brand Image, and Quality of Service on Customer Trust, 2) Quality of Product, Brand Image, and Quality of Service on Customer Loyalty, 3) Customer Trust on Customer Loyalty

Causal Research design used to examine the influence between variables. Samples taken as many as 200 Sharp Electronics customer selected accidental sampling. Data collection using questionnaires. Hypothesis testing structural models is done with GeSCA (Generalized Structured Component Analysis).

The result indicate there are significant influence on Quality of Product, Brand Image and Quality of Service on Customer Trust, Quality of Product have a significant influence on Customer Loyalty, while Brand Image and Quality of service is not a significant influence on Customer Loyalty. Customer Trust have a significant influence on Customer Loyalty.

Keywords: Quality of Product, Brand Image, Quality of Service, Customer Trust, and Customer Loyalty.