Open AccessBuilding Customer Loyalty through Service Quality and Customer Trust with Customer Satisfaction as an Intervening Variable (Empirical Study at PT. Bank Cimb Niaga Medan Pemuda)
Author(s) -
Femmy Melany Primadany,
Amrin Fauzi,
Paham Ginting
Publication year - 2021
Publication title -
international journal of research and review
Language(s) - English
Resource type - Journals
eISSN - 2454-2237
pISSN - 2349-9788
DOI - 10.52403/ijrr.20211132
Subject(s) - customer satisfaction , loyalty business model , service quality , business , customer delight , customer retention , customer equity , path analysis (statistics) , marketing , business administration , service (business) , computer science , machine learning
The purpose of this study was to determine customer loyalty through service quality and customer trust with customer satisfaction as an intervening variable, empirical study at PT. Bank Cimb Niaga Medan Pemuda. This type of research is associative research. The research sample was 99 customers of CIMB Niaga Pemuda Medan. The data analysis technique uses path analysis and is processed using SPSS software. The results of this study indicate that service quality, customer trust, and customer satisfaction positively and significantly effect customer loyalty.Keywords: Customer Loyalty, Service Quality, Customer Trust, Customer Satisfaction.