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Ignatia Martha Hendrati
Universitas Pembangunan Nasional Veteran Jawa Timur
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Journal : Management Analysis Journal

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The Influence of Trust and Service Quality on Loyalty trought Satisfaction as Mediator for BRImo Users Adinda Putri Kusuma Dewi; Ignatia Martha Hendrati; Wiwik Handayani
Management Analysis Journal Vol. 13 No. 4 (2024): Management Analysis Journal
Publisher : Universitas Negeri Semarang

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.15294/maj.v13i4.17045

Abstract

This study aims to ascertain how loyalty among BRImo mobile banking users in Sidoarjo is impacted by customer satisfaction and trust. The study looks at how customer satisfaction and trust affect loyalty among BRImo mobile banking users in Sidoarjo. In this study, 121 BRImo mobile banking users were chosen as a sample utilizing the random sampling technique. This study employs a quantitative approach, with primary data obtained from surveys that were given to participants. The Smart-PLS program uses multiple linear regression for data processing and analysis. The study's findings demonstrate that, both directly and indirectly, the service quality variable significantly and favorably affects loyalty among Sidoarjo's BRImo mobile banking customers. Loyalty among BRImo mobile banking users is not positively and significantly impacted by trust. However, among Sidoarjo's BRImo mobile banking users, The construct of trust exerts a beneficial and discernible influence on loyalty, operating through the conduit of satisfaction. This research provides a foundation for further research on customer loyalty in the financial technology sector and highlights the importance of an integrated approach to customer satisfaction, trust, and service quality.
Co-Authors Abisag Indah Itamary Achmad Room Fitrianto Adinda Putri Kusuma Dewi Aditia, Nuril Nadia Agustin, Dita Nia Alifvia Putri Arissyiah Andi Galih Waskito Anis Fitria Utami Anisa Fitria Utami Asmara, Kiky Aysah, *Irma Nur Ayu Larasati Budi Setyo Utomo Burhan Abel Taqi Cahyani, Syaharani Christian Thomas Soenarko Cindy Fatikha Sari Datau, Noufaldo Rahmatullah Denanta Mardian Nugraha Diny, Sakinah Mulia Eko Purwanto Ersalia Shifa Ramadhani Hadi Sumarsono Hanum Prawita Lestari Hery Pudjo Prastyono Hilda Khuzaifah Indira Tunjung Putih Irma Eka Yuanasari Irma Sulistia Dewi ISTIYANI ISTIYANI Jeniper Indah Pandiangan Kamala Nailil Muna Kamila, Dhea Amelia Putri Kiki Asmara Kiki Asmara Kiky Asmara Kirana, Erghana Kanza Laksono Trisnantoro Liestiawan, Irfandi Mahani, Khadijah Mei Retno Adiwaty Mohammad Wahed Mohammad Wahed, Mohammad Muhadjir Anwar Muhammad Fauzan Nadia Afny Zuraida Nugraha, Dwiki Andreansyah Nugrahani, Ajeng Putri Nugroho, Moch Erik Nur Aisyah, Naflah Azmi Nur Latifah Nuruni Ika Kusuma Wardani Nuruni Ika Kusuma Wardani Nuruni Ika Kusuma Wardhani Nuruni Ika Kusuma Wardhani Nuruni Ika Kusuma Wardhaniika Nuruni Ika KW Nuruni Ika KW Odelia, Evi Maya Prasetya, Shinta Rifianing Putra Perdana Putra Perdana Razaktania Widodo, Ashilah Rifqi Darmawan Romawati, Amelya Sandy Ryan Firmansyah Sishadiyati Sri Muljaningsih Sugeng Purwanto Sulistyo, Desy Ari Tito Widiandaru Wedari, Maharani Sri Wirya Wardaya Wirya Wardaya Wiwik Handayani Zuraida, Nadia Afny