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Subianto, Tri Bagus
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Agriculture, Biological Sciences & Forestry Earth & Planetary Sciences Economics, Econometrics & Finance Education Law, Crime, Criminology & Criminal Justice Library & Information Science Mathematics Mechanical Engineering Public Health Social Sciences Other

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ANALYSIS OF SERVICE QUALITY, TRUST IN CUSTOMER LOYALTY THROUGH CUSTOMER SATISFACTION AS AN INTERVENING VARIABLE AT PT. BRI FINANCE Subianto, Tri Bagus
Proceeding of International Conference on Social Science and Humanity Vol. 2 No. 1 (2025): Proceeding of International Conference on Social Science and Humanity
Publisher : PT ANTIS INTERNATIONAL PUBLISHER

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.61796/icossh.v2i1.193

Abstract

Objective: This study aims to test and analyze the quality of service, trust has a positive and significant effect on customer loyalty at PT. BRI Finance. Method: The population used in this study is 160 customers of PT. BRI Finance. This study uses primary-quantitative data collected through questionnaires and then processed with the SMART-PLS Version 24 application. The analysis technique used is SEM analysis. Results: The results of the study show that service quality has a positive and significant effect on customer satisfaction at PT. BRI Finance. Trust has a positive and significant effect on customer satisfaction at PT. BRI Finance. Customer satisfaction has a positive and significant effect on customer loyalty at PT. BRI Finance. Novelty: Customer satisfaction as an intervening variable in the relationship between service quality and trust has a positive and significant effect on customer loyalty at PT. BRI Finance.
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