Analysis of the Influence of Trust, Service Quality and Customer Satisfaction on Customer Loyalty of Mobile Banking Users

Siti Janette Ramadhini Simamora1*, Harjanto Sutedjo2, & Renny3
1Department of Management, Gunadarma University, Indonesia
2Department of Management, Gunadarma University, Indonesia
3Department of Management, Gunadarma University, Indonesia
DOI – http://doi.org/10.37502/IJSMR.2024.7105

Abstract

This study aims to determine the effect of trust, customer satisfaction, and service quality on customer loyalty of mobile banking users. This study used primary data. The population in this study is customers who use mobile banking. Random sampling of the population is known. Data collection method using questionnaires. Data analysis techniques use validity, reliability, classical assumption test, multiple linear analysis, determination test, and t and f test.

The result showed that trust did not affect customer loyalty, customer satisfaction affected customer loyalty. Then simultaneously, trust, customer satisfaction, and service quality had a significant effect.

Keywords: Trust, Service quality, Customer satisfaction, Loyalty

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