The Influence of Service Quality, Trust, and Corporate Image on Customer Retention

This research aims to determine the influence of Service Quality, Trust, and Corporate Image on Customer Retention at Young Coffee & Food in Bekasi city. The study utilizes a quantitative approach with both primary and secondary data sources. The population of this study consists of customers of Young Coffee & Food in Bekasi, totaling 478. The sample size is 83 respondents. The sampling technique employed is purposive sampling, selecting customers of Young Coffee & Food who have made at least one purchase transaction. Data analysis was conducted using SPSS version 25.The results of the partial test (t-test) indicate that service quality, trust, and corporate image have a positive and significant influence on customer retention at Young Coffee & Food in Bekasi city. In the partial test, the dominant independent variable affecting customer retention is corporate image, with the largest beta value of 0.244 and a significance value of 0.000, which is less than 0.05. The simultaneous test results (F-test) demonstrate that service quality, trust, and corporate image simultaneously influence customer retention at Young Coffee & Food in Bekasi city.