Call for Papers:Vol.12 Issue.2

Submission
Last date		 28-Apr-2026
Acceptance Status In One Day
Paper Publish In Two Days
Submit ManuScript

News & Updates

Submit Article

Dear Authors, Article publish in our journal for Volume-12,Issue-2. For article submission on below link: Submit Manuscript


Join As Board

Dear Reviewer, You can join our Reviewer team without given any charges in our journal. Submit Details on below link: Join As Board


Paper Publication Charges

IJARIIE APP
Download Android App

For Authors

Archives

IJARIIE Board

Downloads

Android App

Download IJARIIE APP

Authors

Title: :  THE INFLUENCE OF SERVICE QUALITY AND CUSTOMER TRUST ON LOYALTY WITH SATISFACTION AS AN INTERVENING VARIABLE (EMPIRICAL STUDY ON PT.BERSAMA GADAI SUKSES)
PaperId: :  21223
Published in:   International Journal Of Advance Research And Innovative Ideas In Education
Publisher:   IJARIIE
e-ISSN:   2395-4396
Volume/Issue:    Volume 9 Issue 4 2023
DUI:    16.0415/IJARIIE-21223
Licence: :   IJARIIE is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.

Author NameAuthor Institute
Feberius HalawaPrima Indonesia University
Yusuf Ronny EdwardPrima Indonesia University
Mohd. Nawi PurbaPrima Indonesia University
Melfrianti Romauli PurbaPrima Indonesia University

Abstract

Management
Service Quality, Trust, Customer Satisfaction and Loyalty
PT.Bersama Gadai Sukses is a private company engaged in financing with Gadai collateral. Private pawnshops are currently very helpful to the public in providing loans because they are considered faster and easier. This study aims to determine whether the effect of service quality and customer trust on loyalty with satisfaction as an intervening variable (empirical study at PT.Bersama Gadai Sukses). The sampling method in this study was purposive sampling where with the minimum criteria having pawned goods twice, the population in this study were all customers of PT.Bersama Gadai Sukses and the sample used was 85 respondents. The data collection technique used is primary data in the form of questionnaires and secondary data obtained through documentation studies. The data analysis technique uses quantitative data processed with the SPSS version 29 program, namely the t test and the coefficient of determination (R2). The results obtained in this study show, 1) there is a significant effect of service quality and trust on customer satisfaction, 2) there is a significant effect of trust and satisfaction on customer loyalty, 3) Satisfaction variables are able to mediate between service quality and loyalty, 4) Service quality variables have no effect on loyalty, 5) satisfaction variables are not able to mediate the relationship between trust and loyalty.

Citations

Copy and paste a formatted citation or use one of the links to import into a bibliography manager and reference.

IJARIIE Feberius Halawa, Yusuf Ronny Edward, Mohd. Nawi Purba, and Melfrianti Romauli Purba. "THE INFLUENCE OF SERVICE QUALITY AND CUSTOMER TRUST ON LOYALTY WITH SATISFACTION AS AN INTERVENING VARIABLE (EMPIRICAL STUDY ON PT.BERSAMA GADAI SUKSES)" International Journal Of Advance Research And Innovative Ideas In Education Volume 9 Issue 4 2023 Page 1445-1451
MLA Feberius Halawa, Yusuf Ronny Edward, Mohd. Nawi Purba, and Melfrianti Romauli Purba. "THE INFLUENCE OF SERVICE QUALITY AND CUSTOMER TRUST ON LOYALTY WITH SATISFACTION AS AN INTERVENING VARIABLE (EMPIRICAL STUDY ON PT.BERSAMA GADAI SUKSES)." International Journal Of Advance Research And Innovative Ideas In Education 9.4(2023) : 1445-1451.
APA Feberius Halawa, Yusuf Ronny Edward, Mohd. Nawi Purba, & Melfrianti Romauli Purba. (2023). THE INFLUENCE OF SERVICE QUALITY AND CUSTOMER TRUST ON LOYALTY WITH SATISFACTION AS AN INTERVENING VARIABLE (EMPIRICAL STUDY ON PT.BERSAMA GADAI SUKSES). International Journal Of Advance Research And Innovative Ideas In Education, 9(4), 1445-1451.
Chicago Feberius Halawa, Yusuf Ronny Edward, Mohd. Nawi Purba, and Melfrianti Romauli Purba. "THE INFLUENCE OF SERVICE QUALITY AND CUSTOMER TRUST ON LOYALTY WITH SATISFACTION AS AN INTERVENING VARIABLE (EMPIRICAL STUDY ON PT.BERSAMA GADAI SUKSES)." International Journal Of Advance Research And Innovative Ideas In Education 9, no. 4 (2023) : 1445-1451.
Oxford Feberius Halawa, Yusuf Ronny Edward, Mohd. Nawi Purba, and Melfrianti Romauli Purba. 'THE INFLUENCE OF SERVICE QUALITY AND CUSTOMER TRUST ON LOYALTY WITH SATISFACTION AS AN INTERVENING VARIABLE (EMPIRICAL STUDY ON PT.BERSAMA GADAI SUKSES)', International Journal Of Advance Research And Innovative Ideas In Education, vol. 9, no. 4, 2023, p. 1445-1451. Available from IJARIIE, https://ijariie.com/AdminUploadPdf/THE_INFLUENCE_OF_SERVICE_QUALITY_AND_CUSTOMER_TRUST_ON_LOYALTY_WITH_SATISFACTION_AS_AN_INTERVENING_VARIABLE__EMPIRICAL_STUDY_ON_PT_BERSAMA_GADAI_SUKSES__ijariie21223.pdf (Accessed : 25 July 2024).
Harvard Feberius Halawa, Yusuf Ronny Edward, Mohd. Nawi Purba, and Melfrianti Romauli Purba. (2023) 'THE INFLUENCE OF SERVICE QUALITY AND CUSTOMER TRUST ON LOYALTY WITH SATISFACTION AS AN INTERVENING VARIABLE (EMPIRICAL STUDY ON PT.BERSAMA GADAI SUKSES)', International Journal Of Advance Research And Innovative Ideas In Education, 9(4), pp. 1445-1451IJARIIE [Online]. Available at: https://ijariie.com/AdminUploadPdf/THE_INFLUENCE_OF_SERVICE_QUALITY_AND_CUSTOMER_TRUST_ON_LOYALTY_WITH_SATISFACTION_AS_AN_INTERVENING_VARIABLE__EMPIRICAL_STUDY_ON_PT_BERSAMA_GADAI_SUKSES__ijariie21223.pdf (Accessed : 25 July 2024)
IEEE Feberius Halawa, Yusuf Ronny Edward, Mohd. Nawi Purba, and Melfrianti Romauli Purba, "THE INFLUENCE OF SERVICE QUALITY AND CUSTOMER TRUST ON LOYALTY WITH SATISFACTION AS AN INTERVENING VARIABLE (EMPIRICAL STUDY ON PT.BERSAMA GADAI SUKSES)," International Journal Of Advance Research And Innovative Ideas In Education, vol. 9, no. 4, pp. 1445-1451, Jul-Aug 2023. [Online]. Available: https://ijariie.com/AdminUploadPdf/THE_INFLUENCE_OF_SERVICE_QUALITY_AND_CUSTOMER_TRUST_ON_LOYALTY_WITH_SATISFACTION_AS_AN_INTERVENING_VARIABLE__EMPIRICAL_STUDY_ON_PT_BERSAMA_GADAI_SUKSES__ijariie21223.pdf [Accessed : 25 July 2024].
Turabian Feberius Halawa, Yusuf Ronny Edward, Mohd. Nawi Purba, and Melfrianti Romauli Purba. "THE INFLUENCE OF SERVICE QUALITY AND CUSTOMER TRUST ON LOYALTY WITH SATISFACTION AS AN INTERVENING VARIABLE (EMPIRICAL STUDY ON PT.BERSAMA GADAI SUKSES)." International Journal Of Advance Research And Innovative Ideas In Education [Online]. volume 9 number 4 (25 July 2024).
Vancouver Feberius Halawa, Yusuf Ronny Edward, Mohd. Nawi Purba, and Melfrianti Romauli Purba. THE INFLUENCE OF SERVICE QUALITY AND CUSTOMER TRUST ON LOYALTY WITH SATISFACTION AS AN INTERVENING VARIABLE (EMPIRICAL STUDY ON PT.BERSAMA GADAI SUKSES). International Journal Of Advance Research And Innovative Ideas In Education [Internet]. 2023 [Cited : 25 July 2024]; 9(4) : 1445-1451. Available from: https://ijariie.com/AdminUploadPdf/THE_INFLUENCE_OF_SERVICE_QUALITY_AND_CUSTOMER_TRUST_ON_LOYALTY_WITH_SATISFACTION_AS_AN_INTERVENING_VARIABLE__EMPIRICAL_STUDY_ON_PT_BERSAMA_GADAI_SUKSES__ijariie21223.pdf
BibTex EndNote RefMan RefWorks

Number Of Downloads


Last download on 7/25/2024 3:40:12 AM

Save in Google Drive

Similar-Paper

TitleArea of ResearchAuther NameAction
Implementation of the Scheduled Caste Sub-Plan in Rajasthan: Policy Framework, Budgetary Allocations and Development OutcomesManagementDr. Mahendra Singh Rao Download
GENDER INFLUENCES ON NEGOTIATION TACTICS IN WORKPLACE CONFLICTSAccounting & FinanceLeqele Manngope Maureen Download
A POLICY BRIEF IN THE MAKING THE CHALLENGES AND MENTORSHIP QUALITY OF STUDENT TEACHERS IN CONTRASTING SCHOOL ENVIRONMENTSEducational ManagementEVA QUIRANTE EBORDE Download
Perceived Social Learning-Related Factors and Academic Outcomes of Grade 9 Learners in Edukasyon sa Pagpapakatao in Democrito O. Plaza Memorial National High School, Agusan del Sur Division: A Descriptive-Correlational ApproachEducationEden G. Sapio Download
Influence Of Leadership Style on Conflict Management in Private Secondary Schools In Kayunga District, UgandaManagement Enoch Tumusiime Download
A STUDY ON FACTORS INFLUENCING DISCHARGE DELAY IN PATIENT CARE AT ONE OF THE MULTISPECIALITY HOSPITALS IN COIMBATOREHOSPITAL ADMINISTRATIONMrs. U. SUJI Download
A DESCRIPTIVE SURVEY ON THE IMPLEMENTATION OF TECHNICAL VOCATIONAL LIVELIHOOD (TVL) TRACKS AND THE CHALLENGES ENCOUNTERED BY TVL LEARNERS OF SALVACION NATIONAL HIGH SCHOOL: BASIS FOR IMPROVED INSTRUCTIONEducationJowel S. Piquit Download
Role of CSR and Benefits on Employee Performance Across Generations and GendersManagement Md Naim-Ul-Hasan Khan Download
Prison Reforms in Haryana: Issues and InitiativesMANAGEMENTSachin Kumar Download
Disaster Risk Reduction Strategies and Community Preparedness of Coastal Communities in Glan, Sarangani ProvinceManagementKamarudin A. Sagandi Download
RELATIONSHIP BETWEEN SOCIAL LEARNING-RELATED VARIABLES AND ACADEMIC OUTCOMES OF GRADE 9 ARALING PANLIPUNAN LEARNERS OF SALVACION NATIONAL HIGH SCHOOL, AGUSAN DEL SUR DIVISION: A DESCRIPTIVE-CORRELATIONAL APPROACHEducationEVA L. VERTUDAZO Download
Transformations in Financial Networks Among Women Entrepreneurs Post-Demonetization: A Comparative Analysis by Family Structure and Digital IntegrationManagementProf. S. S. Sarangdevot Download
Laboratory Informatics as National Infrastructure: Empirical Evidence on Laboratory Information Management Systems and Geographic Information Systems Integration and Pandemic Response Performance in the United StatesManagementNiranjana Raghunathan Download
MEASURING THE EFFECTIVENESS OF CONFLICT MANAGEMENT APPROACHES IN SCHOOL SETTINGS: A STUDY OF SCHOOL HEADS AND TEACHERSMaster of Arts in Education Major in Educational ManagementSHEIKELA A. LAZARTE Download
The Role of Instructional Resource Management in Addressing Numeracy Gaps among Grade 3 Pupils: A Sequential Explanatory StudyEducational ManagementANGIELYN A. MAMPARO Download
12