Customer Satisfaction and Customer Loyatly: The Mediating Role of Trust (A Study of Banking Industries in Makassar)
DOI:
https://doi.org/10.47747/snfmi.v1i.1560Keywords:
MiscellenousAbstract
The aim of this paper is to validate the mediating role of trust on the relationship among customer satisfaction, and customer loyalty. Data for this study were collected through a survey from 216 bank customers in Makassar and responses were analyzed to assess the relationships between customer satisfaction, trust, and customer loyalty. The finding reveals that in the banking industry, customer satisfaction, and trust have a direct and positive effect on customer loyalty. Furthermore, trust has strong significantly effect to mediate among customer satisfaction and loyalty. It implies that, in order to enhance customer loyalty, banking industry should provide a good service for customer and also pay attention to the customer satisfaction and trust. Eventually, this study made an important contribution to the existing literature by empirically examining the relationship customer satisfaction, trust, and customer loyalty.
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