Proceedings of the 5th Padang International Conference On Economics Education, Economics, Business and Management, Accounting and Entrepreneurship (PICEEBA-5 2020)

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

Authors
Zona Artoni Wijaya, Idris, Abror
Corresponding Author
Zona Artoni Wijaya
Available Online 27 November 2020.
DOI
10.2991/aebmr.k.201126.084How to use a DOI?
Keywords
Service Quality, Satisfaction and Trust Towards Loyalty
Abstract

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.

Copyright
© 2020, the Authors. Published by Atlantis Press.
Open Access
This is an open access article distributed under the CC BY-NC license (http://creativecommons.org/licenses/by-nc/4.0/).

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Volume Title
Proceedings of the 5th Padang International Conference On Economics Education, Economics, Business and Management, Accounting and Entrepreneurship (PICEEBA-5 2020)
Series
Advances in Economics, Business and Management Research
Publication Date
27 November 2020
ISBN
10.2991/aebmr.k.201126.084
ISSN
2352-5428
DOI
10.2991/aebmr.k.201126.084How to use a DOI?
Copyright
© 2020, the Authors. Published by Atlantis Press.
Open Access
This is an open access article distributed under the CC BY-NC license (http://creativecommons.org/licenses/by-nc/4.0/).

Cite this article

TY  - CONF
AU  - Zona Artoni Wijaya
AU  - Idris
AU  - Abror
PY  - 2020
DA  - 2020/11/27
TI  - The Influence of Service Quality, Satisfaction, and Trust Towards Customer Loyalty of Bank Nagari Air Haji Subsidiary Branch
BT  - Proceedings of the 5th Padang International Conference On Economics Education, Economics, Business and Management, Accounting and Entrepreneurship (PICEEBA-5 2020)
PB  - Atlantis Press
SP  - 764
EP  - 773
SN  - 2352-5428
UR  - https://doi.org/10.2991/aebmr.k.201126.084
DO  - 10.2991/aebmr.k.201126.084
ID  - Wijaya2020
ER  -