The Influence of Service Quality and Trust on Customer Loyalty with Satisfaction as an Intervening Variable at PT Bank Sulselbar Makassar

Andi Utari Aqmarina (), Idayanti Nursyamsi and Wardhani Hakim
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Andi Utari Aqmarina: Universitas Hasanuddin
Idayanti Nursyamsi: Universitas Hasanuddin
Wardhani Hakim: Universitas Hasanuddin

A chapter in Proceedings of the 8th International Conference on Accounting, Management, and Economics (ICAME 2023), 2024, pp 420-431 from Springer

Abstract: Abstract This research aims to analyze the influence of Service Quality, Customer Trust and Customer Satisfaction on Customer Loyalty at PT Bank Sulselbar Makassar. The path analysis method is used to test the relationship between these variables. The results of data analysis show that Service Quality and Customer Trust have a positive and significant effect on Customer Loyalty. In addition, Customer Satisfaction is proven to mediate the relationship between Service Quality and Customer Loyalty, as well as between Customer Trust and Customer Loyalty. The implication of these findings is the importance of improving service quality, building customer trust, and ensuring customer satisfaction as strategies to strengthen customer loyalty in the banking market. This research provides in-depth insight for PT Bank Sulselbar Makassar and other banks in managing relationships with customers, strengthening loyalty, and achieving sustainable growth in a competitive business environment.

Keywords: Service Quality; Customer Trust; Customer Satisfaction and Customer Loyalty (search for similar items in EconPapers)
Date: 2024
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Persistent link: https://EconPapers.repec.org/RePEc:spr:advbcp:978-94-6463-400-6_32

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DOI: 10.2991/978-94-6463-400-6_32

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