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
no article
213
Files
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 22, 2025, https://insyma.org/proceedings/items/show/525.