THE EFFECT OF TRUST, SERVICE QUALITY, AND SATISFACTION TOWARD CUSTOMER LOYALTY OF FUTURES BROKERAGE COMPANIES

Abstract

The writing of this research is motivated by Futures Brokerage Companies’ competitiveness to gain more customers and maintain the relationship with the customers to have a high level of customer loyalty. The researcher has also taken part as an intern at PT. Victory International Futures to experience the futures market itself. The study will emphasize three variables which are, trust, service quality, and satisfaction and this study aims to determine how significant the three variables influence the customer’s loyalty of Futures Brokerage Companies. To further analyze about this, the researcher distributed 100 questionnaires to futures market players that have opened an account for at least 2 years and have done 1 transaction using the account. Online questionnaires are distributed to the sample in the form of a Likert Scale and the data collected are analyzed quantitatively using IBM SPSS Statistics 22. The result indicates that trust, service quality, and satisfaction have a significant relationship and influence toward customer loyalty of Futures Brokerage Companies.