The Influence of Service Quality and Trust on Customer Loyalty with Satisfaction as an Intervening Variable (A Case Study of Customers at Pegadaian Tebing Tinggi Branch)

Dublin Core

Title

The Influence of Service Quality and Trust on Customer Loyalty with Satisfaction as an Intervening Variable (A Case Study of Customers at Pegadaian Tebing Tinggi Branch)

Creator

Andini Febrianti, Iklil Fauza Damanik, Rumiris Siahaan, Rusmewahni, Bagus Alfandiansyah Putra, Najwa Ermilia

Proceedings Item Type Metadata

meta_title

The Influence of Service Quality and Trust on Customer Loyalty with Satisfaction as an Intervening Variable (A Case Study of Customers at Pegadaian Tebing Tinggi Branch)

Abstract/Description

The research method used is a quantitative method with the assistance of Smart PLS 3.0, based on data collected through questionnaires distributed to 87 respondents. The analysis methods used include the Measurement Model (Outer Model) evaluation, namely Validity and Reliability Tests. Then, the Structural Model (Inner Model) evaluation includes the Coefficient of Determination (R²), Goodness of Fit (GoF), T-Statistic Test, and Indirect Effect Test.The results from Smart PLS in this study are as follows: Service Quality influences Customer Satisfaction, Trust influences Customer Satisfaction, Service Quality does not influence Customer Loyalty, Trust influences Customer Loyalty, Customer Satisfaction influences Customer Loyalty, Customer Satisfaction is able to mediate the effect of Service Quality on Customer Loyalty, and Customer Satisfaction is able to mediate the effect of Trust on Customer Loyalty.

publication_date

2025/06/20

pdf_url

https://insyma.org/proceedings/files/articles/Andini Febrianti.pdf

abstract_html_url

https://insyma.org/proceedings/items/show/525

keywords

Service Quality, Trust, Loyalty, Satisfaction

firstpage

1302

lastpage

1306

issn

3047-857X

conference

Proceedings of the International Symposium on Management (Volume 21, 2024)

Volume

22

publisher_name

Fakultas Bisnis dan Ekonomika, Universitas Surabaya

Author #1

Andini Febrianti

Author #2

Iklil Fauza Damanik

Author #3

Rumiris Siahaan

Author #4

Rusmewahni

Author #5

Bagus Alfandiansyah Putra

Author #6

Najwa Ermilia

no article

213

authors

Andini Febrianti, Iklil Fauza Damanik, Rumiris Siahaan, Rusmewahni, Bagus Alfandiansyah Putra, Najwa Ermilia

Files

Andini Febrianti.pdf

Citation

Andini Febrianti, Iklil Fauza Damanik, Rumiris Siahaan, Rusmewahni, Bagus Alfandiansyah Putra, Najwa Ermilia, “The Influence of Service Quality and Trust on Customer Loyalty with Satisfaction as an Intervening Variable (A Case Study of Customers at Pegadaian Tebing Tinggi Branch),” Proceedings of the International Symposium on Management (INSYMA), accessed July 1, 2025, https://insyma.org/proceedings/items/show/525.

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