The role of trust in mediating the influence of service quality on customer satisfaction and loyality.Study at bank jateng banjarnegara

afriliana, farah (2023) The role of trust in mediating the influence of service quality on customer satisfaction and loyality.Study at bank jateng banjarnegara. Other thesis, STIE BANK BPD JATENG.

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Abstract

The aim of the research is to analyze the influence of service quality on customer satisfaction. The influence of customer satisfaction on customer loyalty. The influence of customer satisfaction on trust. The influence of trust on customer loyalty. Positive and significant influence of customer satisfaction on customer loyalty with trust as a mediating variable. The population of this research is all 100 customers of Bank Jateng, Banjarnegara Branch. The sampling technique that the author uses is a purposive sampling technique. The population is customers who have a high school education or above, aged 20 – 60 years, and have been customers of Bank Jateng at the Banjarnegara Branch Office for more than 1 year. The number of respondents taken as samples was 100 customers. The author collected data using a survey method, namely a primary data collection method using written questions. The results of this research are that there is a positive and significant influence of service quality on customer satisfaction. There is a positive and significant influence of customer satisfaction on customer loyalty. There is a positive and significant influence of customer satisfaction on trust. There is a positive and significant influence of trust on customer loyalty. There is a positive and significant influence of customer satisfaction on customer loyalty with trust as a mediating variable.

Item Type: Thesis (Other)
Subjects: H Social Sciences > HD Industries. Land use. Labor
H Social Sciences > HF Commerce
Divisions: Faculty of Law, Arts and Social Sciences > School of Management
Depositing User: Wisudawan S2
Date Deposited: 21 Sep 2023 01:28
Last Modified: 21 Sep 2023 01:28
URI: http://eprints.stiebankbpdjateng.ac.id/id/eprint/1520

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