EFFECT ON THE QUALITY OF TRUST AND LOYALTY TO SERVICE SHIPMENTS USERS OF VAN TITIPAN PT.CITRA KILAT PADANG

Abstract

This study examines the effect of the trust and the loyalty of service quality to service shipments
users in PT. Citra Van Courier Express Padang. Respondents of this study where the users of on the
service user consignments at PT. Citra Van Courier Express Padang,which amounti was 100 respondents.
The sampling technique was purposive sampling method. Data of were collected through questionnaires
that given directly to respondents. The method this used multiple linear regression analysis.
The Results of the hypothesis testing found that trust and service quality had significantly positive
effect on customers services loyalty on PT. Citra Van shipments Courier Express Padang
Keywords: trust, service quality, customer loyalty