Analisis Pengaruh Service Quality dan Customer Trust terhadap Customer Loyalty Melalui Customer Satisfication pada Bank Mandiri di DKI Jakarta

Rahma Danya Wahyudi, Ela Patriana

Abstract



This study aims to analyze the effect of service quality and customer trust on customer loyalty through customer satisfaction among Bank Mandiri customers in DKI Jakarta. Data was collected using an online questionnaire via Google Forms with 100 respondents, and the analysis was conducted using SEM-PLS with SmartPLS 4.0. This study employed a nonprobability sampling technique, specifically purposive sampling. The findings reveal several key results: customer satisfaction has a positive and significant effect on customer loyalty, customer trust positively influences both customer loyalty and customer satisfaction, and service quality positively impacts customer loyalty, customer satisfaction, and customer trust. However, customer trust does not have a positive and significant effect on customer loyalty through customer satisfaction, whereas service quality has a positive and significant effect on customer loyalty through customer satisfaction.

 


Keywords


Service Quality; Customer Trust; Customer Loyalty; Customer Satisfaction

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References


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DOI: https://doi.org/10.15408/jmeb.v1i1.43960

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