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All Journal Syntax Literate: Jurnal Ilmiah Indonesia Jurnal Baabu Al-ilmi : Ekonomi dan Perbankan Syariah Jurnal Manajemen Universitas Bung Hatta Jurnal Ipteks Terapan : research of applied science and education Literacy : International Scientific Journals of Social, Education, Humanities Sanskara Ekonomi dan Kewirausahaan West Science Business and Management e-Jurnal Apresiasi Ekonomi West Science Social and Humanities Studies Prosiding Seminar Nasional Unimus International Journal of Economics and Management Research
Rika Desiyanti
FEB Universitas Bung Hatta Padang
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Journal : International Journal of Economics and Management Research

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The Influence of Service Quality and Trust on Customer Loyalty with Customer Satisfaction as a Mediator: (Case Study at Mandiri Link UD Naimah, Mandailing Natal Regency, North Sumatra) Indah Nasution; Reni Yuliviona; Rika Desiyanti; Zeshasina Rosha
International Journal of Economics and Management Research Vol. 3 No. 3 (2024): December : International Journal of Economics and Management Research
Publisher : Pusat Riset dan Inovasi Nasional

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.55606/ijemr.v3i3.536

Abstract

Agent-based financial services have become an important strategy to expand financial inclusion in rural areas, including Mandailing Natal Regency, North Sumatra. This study aims to analyze the effect of service quality and trust on customer loyalty with customer satisfaction as a mediating variable at Mandiri Link Agent UD. Naimah. This research employs a quantitative approach with a census sampling technique involving 127 active customers. Data were collected using a closed-ended Likert scale questionnaire and analyzed through descriptive statistics and hypothesis testing. The results show that service quality, trust, and customer satisfaction have a positive and significant effect on customer loyalty. The average service quality score is 32.74 (TCR 84.67%), trust is 24.54 (TCR 82.6%), and customer satisfaction is 20.76 (TCR 82.6%), while customer loyalty averages 19.50 (TCR 76%). Other findings indicate that customer satisfaction mediates the relationship between trust and customer loyalty. In conclusion, continuous improvement of service quality and strengthening customer trust are necessary to enhance customer satisfaction and loyalty. The practical implication of this study is expected to provide input for Mandiri Link Agent UD. Naimah’s management in formulating service strategies that emphasize reliability, speed, security, and transaction convenience to maintain customer loyalty amid increasingly tight digital competition.
Co-Authors Abdallah, Zachari Adnan Raja Romero Afifah Windi Afifah Windi Bhaswarendra Guntur Hendratri Chrismondari, Chrismondari Daniati Puttri Frans Sudirjo Gusti Marliani Ice Kamela Ice Kamela Indah Nasution Irda Irda Judijanto, Loso Linda Wati Mei Rani Amalia Nailal Husna Nor Azilah Husin Pertiwi Mulyani Rahmi Rahma Yati Reni Yuliviona, Reni Rini Elvira Robi Hendra Desaputra Rully Fildansyah Sefnedi Sefnedi, Sefnedi Sudarmanto, Eko Sulistyaningsih, Elli Tatik Handayani, Tatik Tyara Dwi Putri Yuhelmi Yuhelmi Zeshasina Rosha Zeshasina Rosha