Proceeding of International Conference on Social Science and Humanity
Vol. 2 No. 1 (2025): Proceeding of International Conference on Social Science and Humanity

ANALYSIS OF SERVICE QUALITY, TRUST IN CUSTOMER LOYALTY THROUGH CUSTOMER SATISFACTION AS AN INTERVENING VARIABLE AT PT. BRI FINANCE

Subianto, Tri Bagus (Unknown)

Article Info

Publish Date
30 Mar 2025

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.

Copyrights © 2025




Citation Download
RIS
EndNote, Reference Manager, ProCite
BibTex
Latex, Jabref
Original Source
Download Original
Google Scholar
Check in Google Scholar
Journal Info
Proceeding of International Conference on Social Science and Humanity
Website

Abbrev

icossh

Publisher

Antis Publisher

Subject

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

Description

The Proceeding of International Conference on Social Science and Humanity is a global platform designed to bring together scholars, researchers, and practitioners from diverse disciplines to share their cutting-edge research and insights in the fields of social sciences and humanities. The ...