Publication Details
Journal: Proceeding of International Conference on Social Science and Humanity
Publisher: PT ANTIS INTERNATIONAL PUBLISHER
Issue: Vol 2, No 1 (2025)
ISSN: 3063-9611
Check on Google Scholar DOI: 10.61796/icossh.v2i1.193 View Journal

Abstract

Objective: This study aims to test and analyze the quality of service, trust has a positive and significant effect on customer loyalty at PT. BRI Finance. Method: The population used in this study is 160 customers of PT. BRI Finance. This study uses primary-quantitative data collected through questionnaires and then processed with the SMART-PLS Version 24 application. The analysis technique used is SEM analysis. Results: The results of the study show that service quality has a positive and significant effect on customer satisfaction at PT. BRI Finance. Trust has a positive and significant effect on customer satisfaction at PT. BRI Finance. Customer satisfaction has a positive and significant effect on customer loyalty at PT. BRI Finance. Novelty: Customer satisfaction as an intervening variable in the relationship between service quality and trust has a positive and significant effect on customer loyalty at PT. BRI Finance.

Keywords
Career development Compensation Task complexity Employee performance
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