The Influence of Service Quality, Satisfaction, and Trust Towards Customer Loyalty of Bank Nagari Air Haji Subsidiary Branch

DOI

10.2991/aebmr.k.201126.084How to use a DOI?

Keywords

Service Quality, Satisfaction and Trust Towards Loyalty

Abstract

The purpose of this research is to analyze the quality of the service, satisfaction, and trust toward customer loyalty. The number of the sample in this research is 202 respondents based on accidental sampling. They are the customers of Bank Nagari Air Haji Subsidiary Branch. The data processing of this research employs smartPLS 3.2.7 Structural Equation Modeling (SEM) software. The research result shows that the quality of the service contributes positive impact toward customer satisfaction and customer trust. However, the quality of service has no significant impact toward customer trust and customer loyalty. Customer trust also has positive impact and significant toward customer loyalty.

Copyright

© 2020, the Authors. Published by Atlantis Press.

Open Access

This is an open access article distributed under the CC BY-NC license (http://creativecommons.org/licenses/by-nc/4.0/).

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TY  - CONF
AU  - Zona Artoni Wijaya
AU  - Idris
AU  - Abror
PY  - 2020
DA  - 2020/11/27
TI  - The Influence of Service Quality, Satisfaction, and Trust Towards Customer Loyalty of Bank Nagari Air Haji Subsidiary Branch
BT  - Proceedings of the 5th Padang International Conference On Economics Education, Economics, Business and Management, Accounting and Entrepreneurship (PICEEBA-5 2020)
PB  - Atlantis Press
SP  - 764
EP  - 773
SN  - 2352-5428
UR  - https://doi.org/10.2991/aebmr.k.201126.084
DO  - 10.2991/aebmr.k.201126.084
ID  - Wijaya2020
ER  -