PENGARUH KEPERCAYAAN, KEPUASAN DAN WORD OF MOUTH TERHADAP LOYALITAS PELANGGAN JASA EKSPEDISI PT. POS INDONESIA (PERSERO) DI KOTA PONOROGO

This study was conducted to find out how each independent variable—trust (X1), satisfaction (X2), and word of mouth (X3)—affected the dependent variable, customer loyalty (Y), at PT. POS Indonesia (Persero) in Ponorogo City. In this study, a quantitative approach is used to gather primary data from the distribution of questionnaires using a random sampling strategy and a population chosen using the Lemeshow algorithm. 100 samples were drawn from the population of PT. POS Indonesia (Persero) customers in Ponorogo City for this investigation. According to this study, consumer loyalty is significantly and favorably impacted by the variables of trust, contentment, and word-of-mouth.