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All Journal Jurnal Pemimpin Bisnis Inovatif
Kurniasih Kurniasih
Universitas Duta Bangsa Surakarta
Decision Sciences, Operations Research & Management Economics, Econometrics & Finance

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Kualitas Pelayanan, Kepercayaan, dan Kepuasan Terhadap Loyalitas Nasabah Kurniasih Kurniasih; Esti Dwi Rahmawati; Khabib Alia Akhmad
Jurnal Pemimpin Bisnis Inovatif Vol. 2 No. 4 (2024): Oktober : Jurnal Pemimpin Bisnis Inovatif
Publisher : Asosiasi Riset Ilmu Manajemen dan Bisnis Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.61132/jpbi.v1i4.300

Abstract

Since its establishment, Islamic banks have experienced growth, especially in Indonesia with the largest Muslim population in the world who want an interest-free economic system (riba). This study aims to determine the relationship between Service Quality and Trust on Customer Loyalty through Satisfaction as an intervening variable. The sample was taken using a purposive sampling technique of 97 respondents, with data collected through a Likert scale questionnaire. This study is quantitative and analyzed using the Structural Equation Modeling (SEM PLS) 4.0 method. The results of the analysis show that Service Quality and Trust have a significant effect on Satisfaction, Trust has a significant effect on Customer Loyalty, while Service Quality does not have a significant effect on Customer Loyalty, Satisfaction has a significant effect on Customer Loyalty, Satisfaction is able to mediate the effect of Service Quality and Trust on Customer Loyalty.
Co-Authors Esti Dwi Rahmawati KHABIB ALIA AKHMAD