Pengaruh Kualitas Layanan Dan Kepercayaan Terhadap Loyalitas Nasabah Pada BMT NU Cabang Mayang Jember

Mila Rosa
Hersa Farida Qoriyani

JEBD
Vol. 3 No. 1 (2025): Juli - September

This research examines the impact of service quality and trust on customer loyalty at BMT NU Cabang Mayang Jember. The study aims to identify significant relationships between these variables. A quantitative approach was used, employing questionnaires distributed to 100 respondents selected through purposive sampling. The findings indicate that service quality has a significant positive effect on customer loyalty, while trust does not significantly influence loyalty on its own. The combined effect of both variables shows a substantial impact on customer loyalty. This study contributes to understanding how service quality and trust can enhance customer loyalty in microfinance institutions.