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

摘要

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.