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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.

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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
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