DOI of the published article https://doi.org/10.24905/permana.v17i3.1363
The Influence of Service Quality, Trust and Satisfaction on Customer Loyalty at BPR Buduran Deltapurnama
Pengaruh Kualitas Pelayanan, Kepercayaan, dan Kepuasan Terhadap Loyalitas Nasabah Kredit BPR Buduran Deltapurnama
DOI:
https://doi.org/10.21070/ups.10783Keywords:
Service Quality, Trust, Satisfaction, Customer LoyaltyAbstract
This This study aims to analyze the influence of service quality, trust, and satisfaction on customer loyalty at BPR Buduran Deltapurnama. Fluctuation in the numbers over the past few years indicate loyalty instability, which needs to be reviewed from the service and customer perception aspects. This study used a quantitative method with data collection through questionnaires to 90 respondents selected using the slovin formula. Data analysis was conducted using the Partial Least Square (PLS) method. The results showed that service quality and trust had appositive and significant effect on customer loyalty. Meanwhile, customer satisfaction had a significant effect on loyalty, but had a negative direction. This indicates that satisfaction does not necessarily increase customer loyalty. Therefore BPR Deltapurnama needs to improve service and strengthen customer trust to build long term loyalty.
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