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All Journal JAM : Jurnal Aplikasi Manajemen Dynamic Management Journal
Andhika, Stanly Reza
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Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Other

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The Moderating Role of Age: The Influence of Service Quality and Word of Mouth on Customer Loyalty with Trust as an Intervening Variable in the Banking Industry Qomariah, Nurul; Andhika, Stanly Reza; Herlambang, Toni; Martini, Ni Nyoman Putu; Sari, Mutiara Dwi
Jurnal Aplikasi Manajemen Vol. 23 No. 3 (2025)
Publisher : Universitas Brawijaya, Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.21776/

Abstract

The increase in customers who experience delays and bad debts indicates a challenge in maintaining the quality of customer relationships and loyalty, despite the bank's success in attracting new customers. Although the number of customers continues to increase, the rise in arrears and bad debts suggests potential issues in customer relationship management. Therefore, the purpose of this study is to determine and analyze the effect of service quality and word of mouth on customer loyalty at the BRI Jember Branch, with customer trust serving as an intervening variable. This study method employs a descriptive quantitative approach, utilizing Structural Equation Modeling (SEM) data analysis techniques processed with the WarpPLS 8.0 Application. The population in this study was 531,266 customers. The study comprised 400 research samples, selected using a purposive sampling technique. The results showed that service quality and word of mouth had a significant effect on customer trust at the BRI Jember Branch. Service quality, word of mouth, and customer trust have a significant impact on customer loyalty at the BRI Jember Branch. Indirectly, service quality and word of mouth have a significant effect on customer loyalty through customer trust as an intervening variable at the BRI Jember Branch. Regarding the moderation variable, the age variable moderates the influence of word of mouth on loyalty. On the other hand, the age variable does not strengthen the influence of service quality on loyalty. This finding has practical implications for banking institutions to continue improving service quality and enhancing word of mouth, as it has been proven to increase customer trust and loyalty.
THE IMPACT OF E-SERVICE QUALITY AND PERCEIVED RISK ON TRUST IN BANKING SERVICES Andhika, Stanly Reza; Qomariah, Nurul
Dynamic Management Journal Vol 8, No 3 (2024): July
Publisher : Universitas Muhammadiyah Tangerang

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31000/dmj.v8i3.10744

Abstract

The world of banking is still the driving force of the national economy today by channeling funds to third parties. To be able to win the competition, banks must be able to maintain the trust of their customers. The design of this research aims to determine the impact of e-service quality and perceived risk on trust in BRI Jember Branch. The population in this research is planned to be all customers of Bank BRI Jember Branch. The sample design was 75 respondents. The data analysis method is to use descriptive analysis. Validity tests and reliability tests are used to test research measuring instruments. Multiple linear regression analysis was used to test the research hypothesis. The results of this research are expected to show that e-service quality and perceived risk can increase customer trust in BRI Jember Branch.
Co-Authors Herlambang, Toni Martini, Ni Nyoman Putu Mutiara Dwi Sari Nurul Qomariah