PERANAN PENANGANAN KELUHAN PELANGGAN DALAM MENINGKATKAN KEPERCAYAAN PELANGGAN : STUDI PADA LINTAS SHUTTLE BTC PASTEUR

Abstract

The purpose of this study was to determine the effect of handling customer complaints simultaneously and partially in increasing the trust of Lintas Shuttle customers, and to determine the handling of customer complaints and the level of trust of Lintas Shuttle customers. The problem studied in Lintas Shuttle is regarding the handling of customer complaints in increasing customer trust at Lintas Shuttle and the relationship between handling customer complaints and customer trust. The research method used is validity test, reliability test and hypothesis testing, analysis. For the analysis technique using Simple Linear Regression analysis where simple linear regression analysis is a functional or causal relationship of one independent variable with one dependent variable. The data collection technique used is using a questionnaire where the sample is 100 respondents. For the results, it can be seen that from the data about f count > f table, it can be concluded that there is a significant influence between simultaneous handling of customer complaints on customer trust. The hypothesis taken in this study is Ha where the handling of customer complaints has a significant effect on customer trust at Lintas Shuttle BTC Pasteur.