Kualitas Layanan, Kepercayaan dan Kepuasan: Faktor Kunci Loyalitas Nasabah di Lembaga Pembiayaan
DOI:
https://doi.org/10.47747/snfmi.v2i1.2339Abstract
This study aims to analyze the effect of service quality and trust on customer satisfaction and its impact on customer loyalty in financial institutions, especially financing institutions. The research method uses a quantitative approach with data collection by distributing questionnaires to 100 customers. Data analysis was carried out using a structural equation model (SEM). The study's results indicate that service quality and trust positively and significantly affect customer satisfaction, which impacts customer loyalty. This finding confirms that improving service quality and trust can significantly increase customer loyalty. The managerial implications of this study are the need for financing institutions to continue to enhance the quality of service and build confidence to maintain and strengthen customer loyalty.
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