e-ISSN 2655-9501 Widya Manajemen, Pebruari 2022, Vol. 4 (No. 1): Hal 1-11 DOI: https://doi.org/10.32795/widyamanajemen.v4i1 Pebruari 2022 | 1 Pengaruh Commitment, Trust terhadap Customer Satisfaction dan Customer Loyalty (Studi Kasus Pada Bento Kopi Yogyakarta) Bayu Aprilianto (1) Henny Welsa (2) Ida Bagus Nyoman Udayana (3) (1)(2)(3) Prodi Manajemen, Fakultas Ekonomi, Universitas Sarjanawiyata Tamansiswa, Yogyakarta e-mail : bayuaprilianto614@gmail.com Diterima: 14 Juli 2021 Direvisi: 12 Agustus 2021 Disetujui: 10 September 2021 ABSTRACT The purpose of this study was to determine the analysis of the influence of commitment, trust on customer satisfaction and customer loyalty in Bento Kopi Yogyakarta. This research is a quantitative research. The sample in this study is part of the target population, 100 respondents from Bento Kopi Yogyakarta customers, where the sample is determined by the Slovin formula. Data collection is done by using the method of collecting questionnaires or questionnaires. The data analysis technique used is a regression technique which is supported by the t test and classical assumptions, the data that has been obtained is processed using SPSS 21. The results of this study indicate that the commitment variable has a positive effect on customer satisfaction based on the t test with a value of 3,930 with a significance <0.05 so that Ho is rejected and Ha is accepted, the trust variable has a positive effect on customer satisfaction based on the t-test with a value of 8.163 with a significance <0.05 so that Ho is rejected and Ha is accepted, the customer satisfaction variable has a positive effect on customer loyalty based on the t-test with a value of 4.013 with a significance <0.05 so Ho is rejected and Ha is accepted, the commitment variable has a positive effect on customer loyalty based on the t-test with a value of 3.929 with a significance <0.05 so Ho is rejected and Ha is accepted, the trust variable has a positive effect on customer loyalty based on the test td with a value of 2.207 with a significance of <0.05 so that Ho is rejected and Ha is accepted. Keywords: commitment; trust on customer satisfaction; customer loyalty ABSTRAK Tujuan penelitian ini adalah untuk mengetahui analisis pengaruh commitment, trust terhadap customer satisfaction dan customer loyalty Bento Kopi Yogyakarta. Penelitian ini merupakan penelitian kuantitatif. Sampel dalam penelitian ini adalah sebagian dari populasi sasaran adalah 100 responden pelanggan Bento Kopi Yogyakarta, dimana sampel di tentukan dengan rumus Slovin. Pengumpulan data dilakukan dengan menggunakan metode pengumpulan angket atau kuesioner. Teknik analisis data yang digunakan adalah teknik regresi yang didukung dengan uji t dan asumsi klasik, data yang telah didapatkan diolah menggunakan SPSS 21. Hasil dari penelitian ini menunjukan bahwa variabel commitment berpengaruh positif terhadap customer satisfaction berdasarkan uji t dengan nilai sebesar 3,930 dengan signifikansi < 0,05 sehingga Ho ditolak dan Ha diterima, variabel trust berpengaruh positif terhadap customer satisfaction berdasarkan uji t dengan nilai sebesar 8,163 dengan signifikansi < 0,05 sehingga Ho ditolak dan Ha diterima, variabel customer satisfaction berpengaruh positif terhadap customer loyalty berdasarkan uji t dengan nilai sebesar 4,013 dengan signifikansi < 0,05 sehingga Ho ditolak dan Ha diterima, variabel