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All Journal Jurnal Reviu Akuntansi dan Keuangan Aptisi Transactions on Technopreneurship (ATT) JPEK (Jurnal Pendidikan Ekonomi dan Kewirausahaan) JIAI (Jurnal Ilmiah Akuntansi Indonesia) Jurnal Sains Manajemen dan Bisnis Indonesia Ilomata International Journal of Management Academia Open BUDGETING : Journal of Business, Management and Accounting Budapest International Research and Critics Institute-Journal (BIRCI-Journal): Humanities and Social Sciences Ilomata International Journal of Management Sinar Sang Surya: Jurnal Pusat Pengabdian kepada Masyarakat Ilomata International Journal of Social Science JIWAKERTA: Jurnal Ilmiah Wawasan Kuliah Kerja Nyata International Journal of Management Science and Information Technology (IJMSIT) Jurnal Mahasiswa Entrepreneur West Science Journal Economic and Entrepreneurship West Science Accounting and Finance Journal Of Humanities Community Empowerment Jurnal Abdimas Independen JURNAL MANAJEMEN DAN BISNIS INDONESIA
Susbiyani, Arik
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Journal : Ilomata International Journal of Management

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Mediation Satisfaction: The Role of Service Quality and Trust to Increasing Customer Loyalty in Bank Indutries Subiyanto, Tri Bagus; Susbiyani, Arik; Martini, Ni Nyoman Putu; Qomariah, Nurul
Ilomata International Journal of Management Vol. 6 No. 4 (2025): October 2025
Publisher : Yayasan Sinergi Kawula Muda

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.61194/ijjm.v6i4.1886

Abstract

Competition in the banking sector is currently increasing. The banking industry is required to continuously improve services so that it has an impact on customer satisfaction and loyalty. The purpose of this study is to address the inconsistency of results by analyzing the influence of service quality and trust on customer satisfaction and loyalty at PT. BRI Finance Jember. The measuring instrument is a questionnaire with a population of 186 customers of PT. BRI Finance Jember who also served as the research sample. Structural Equation Modeling (SEM) with the help of the WarpPLS application is used in this study to test the hypothesis. Finally, the results of the study show that service quality has an impact on satisfaction. Trust has an impact on satisfaction and loyalty. Service quality has an impact on loyalty. Trust has an impact on loyalty. Satisfaction has an impact on loyalty. In addition, customer satisfaction acts as an intervening variable that strengthens the influence of service quality and trust on customer loyalty. These findings emphasize the importance of improving service quality and building trust as the main strategy in maintaining and increasing customer loyalty of PT. BRI Finance Jember. This research provides practical contributions to applied marketing management and designing service management policies to enhance customer satisfaction and loyalty in financial institutions in Southeast Asia.
Co-Authors Abadi Sanosra Afroh, Ibna Kamelia Fiel Animah Animah Aspirandi, Rendy Mirwan Dewanto, Nugroho Dwi Budi Santoso DWI CAHYONO Dwi Ristantri, Citra Eko Budi Satoto Evi Lestari Firda, Alverina Firmansyah, Ichwan Gayuh Guntur, Yohanes Sri Herlambang, Toni Ida Ayu Putu Sri Widnyani Intan Sari, Rosi Avinda Lestari, Rafika Febriana Dwi Lestari, Yulia Dwi Martiana, Nina Martini, Ni Nyoman Putu Murtiningsih Murtiningsih Mutiara Dwi Sari Nailatul Ilmi Nuha, Gardina Aulin Nursaid Nurul Qomariah Pamungkas, Herfin Andiansyah Putra, Ubaidillah Perdana Rahmawati, Intan Nur Rakhmawati, Haniie Riyanto Setiawan Suharsono ROCHMAH, AINUR RR. Ella Evrita Hestiandari Septyani Putri, Zazilatul Rochma Setyawan, Ari Subiyanto, Tri Bagus Suprapto Suprapto Teguh Santosa Vani, Faradina Gita Wicaksono, Prayogi Yulinartati, Dra Zakiyyah, Amalina Maryam