The Effect of Service Quality and Trust on Customer Loyalty Through Customer Satisfaction as an Intervening Variable
DOI:
https://doi.org/10.52300/jmso.v6i1.19383Keywords:
Service Quality, Trust, Customer Satisfaction, Customer LoyaltyAbstract
Objective – The number of banks in Indonesia has increased competition in the banking sector. Customer loyalty is a sign that a bank has won the competition. Customer loyalty is influenced by service quality, customer trust and satisfaction. The problem of leakage and sales of customer data is a phenomenon of this research, besides that there is still a gap in the results of previous research on the variables used in this study, making researchers interested in conducting research again using these variables.
Design/Methodology/Approach – The method used in this study is a quantitative method with primary data. The data collection technique in this study involves distributing questionnaires to PT Bank Kalteng customers through Google Forms. The data analysis tool used in this study is Structural Equation Modeling (SEM) using SmartPLS version 4.1.0.
Findings – The results of this study show that service quality and trust have a positive and significant influence on customer satisfaction. Service quality, trust, and customer satisfaction have a positive and significant influence on customer loyalty. Service quality and trust indirectly affect customer loyalty positively through customer satisfaction as an intervening variable.
Implications – This study exhibit that customer satisfaction has a greater impact than trust and service quality. Therefore, it is important for PT Bank Kalteng to maintain or improve customer satisfaction by continuing to maintain good service quality and maintaining customer trust.
Downloads
References
Arianto, N., & Nirwana, Y. K. (2021). Kualitas Pelayanan Terhadap Loyalitas Nasabah Dengan Kepuasan Nasabah Simpanan Sebagai Variabel Intervening. Jurnal Manajemen Dan Bisnis Equilibrium, 7(2), 179–192. https://doi.org/10.47329/jurnal_mbe.v7i2.658
Bancin, J. B., Damayanti, N. E., Aprilita, & Banurea, J. J. N. (2024). Pengaruh Promosi dan Kualitas Pelayanan terhadap Keputusan Pembelian melalui Peran Mediasi Citra Merk di McDonald’s Palangka Raya. Jurnal Manajemen Dan Organisasi, 14(4), 392–413. https://doi.org/10.29244/jmo.v14i4.51251
Hair, J., & Alamer, A. (2022). Partial Least Squares Structural Equation Modeling (PLS-SEM) in second language and education research: Guidelines using an applied example. 100027. https://doi.org/10.1016/j.rmal.2022.100027
Hair, J., Sarstedt, M., & Ringle, C. (2021). Partial Least Squares Structural Equation Modeling (pp. 1–47). https://doi.org/10.1007/978-3-319-05542-8_15-2
Hidayatullah, A., Ediyanto, & Praja, Y. (2022). Pengaruh Kualitas Layanan dan Kepercayaan Terhadap Loyalitas Nasabah Dengan Kepuasan Sebagai Variabel Intevening (Studi Pada Bank BSI Area Basuki Rahmat Situbondo). Jurnal Mahasiswa Entrepreneur (JME) FEB UNARS, 1(8), 1539–1549. https://doi.org/10.36841/jme.v1i8.2199
Kasinem. (2021). Pengaruh Kepercayaan dan Kualitas Pelayanan Terhadap Kepuasan Konsumen Pada Hotel Bukit Serelo Lahat. Jurnal Media Wahana Ekonomika, 17(4). https://doi.org/10.31851/jmwe.v17i4.5096
Lailiyah, N. (2020). Pengaruh Kualitas Pelayanan dan Kepercayaan Terhadap Loyalitas Konsumen Dengan Kepuasan Konsumen Sebagai Variabel Intervening Pada Hijab Medyna Colletion Situs Shop Online. JIMMU, 5(1).
Lutfiani, A. N., & Musfiroh, M. F. S. (2022). Pengaruh Kepercayaan Dan Pelayanan Terhadap Loyalitas Nasabah. Jurnal Akuntansi, Manajemen & Perbankan Syariah, 2(3). https://ojs.unsiq.ac.id/index.php/jamasy/article/view/2917
Magdalena, M. (2018). Pengaruh Kepuasan Nasabah Terhadap Loyalitas Nasabah KPR BTN Pada PT. Bank Tabungan Negara Tbk. Cabang Padang. INA-Rxiv Papers. https://doi.org/10.31227/osf.io/mxtyh
Monica, C., & Marlius, D. (2023). Pengaruh kualitas pelayanan terhadap kepuasan nasabah pada Bank Nagari cabang Muaralabuh. JURNAL PUNDI, 7(1), 53. https://doi.org/10.31575/jp.v7i1.465
Pranoto, D., & Mawardi. (2021). Pengaruh Kualitas Layanan Terhadap Loyalitas Nasabah Melalui Kepuasan Nasabah Dengan Citra Perusahaan Sebagai Variabel Moderating (Studi Kasus Pada PT. Bank BRI Persero Tbk. Cabang Tenggarong). Jurnal Ekonomi Dan Manajemen Indonesia, 21(2). https://doi.org/10.53640/jemi.v21i2.952
Risal, T. (2019). Pengaruh Kualitas Pelayanan Terhadap Loyalitas Nasabah Dengan Kepuasan Sebagai Variabel Intervening Pada BMT Kampoeng Syariah. Jurnal Manajemen Dan Bisnis, 1(1). https://doi.org/10.30743/magister.v1i1.1607
Sekaran, U., & Bougie, R. (2016). Research Methods For Business: A Skill Building Approach (7th ed.). John Wiley & Sons.
Siadari, K., & Lutfi, A. (2021). Pengaruh Citra Perusahaan, Kualitas Layanan Dan Kepuasan Nasabah Terhadap Loyalitas Penggunaan BNI Mobile Banking Studi Kasus BNI Kantor Cabang Harmoni. Jurnal Manajemen Bisnis Dan Kewirausahaan, 5(2). https://doi.org/10.24912/jmbk.v5i2.11223
Syarifuddin, A. D. I. (2021). Pengaruh Kepercayaan Terhadap Tingkat Kepuasan Nasabah pada Mobile Banking Di Era Pandemik Covid-19 (Studi Bank BNI Cabang Makassar). YUME, 4(1), 2021–2208. https://doi.org/10.37531/yume.vxix.76
Yuliarrani, N., Navanti, D., & Sumantyo, F. D. S. (2024). Pengaruh Kualitas Pelayanan Dan Citra Perusahaan Terhadap Loyalitas Pelanggan Melalui Kepuasan Pelanggan Sebagai Variable Intervening Pada Bank KB Bukopin MT Haryono Jakarta. Jurnal Penelitian Ekonomi Manajemen Dan Bisnis (JEKOMBIS), 3(2), 152–166. https://doi.org/10.55606/jekombis.v3i2.3484.
Downloads
Published
How to Cite
Issue
Section
License
Copyright (c) 2025 Jurnal Manajemen Sains dan Organisasi
This work is licensed under a Creative Commons Attribution 4.0 International License.
