5. PENGARUH KUALITAS PELAYANAN TERHADAP LOYALITAS NASABAH DENGAN KEPUASAN DAN KEPERCAYAAN SEBAGAI VARIABEL INTERVERING PADA BANK NAGARI CABANG UTAMA PADANG

Sari

This research is conducted to determine the influence of service quality on loyalty with satisfaction and trust as mediator variables. The location of this research is the main branch of Bank Nagari which is  located in Padang, West Sumatera. The population is all customers of Bank Nagari. The sample is saving customer who meet the criteria as customers who have saved their money in the saving account namely Simpeda in the past 3 months by as many as 100 respondents.The sampling technique used is purposive sampling. The analysis used in this research is the Sructural Equation Modeling (SEM), specifically Partial Least Square PLS . The results of this study are

The results showed no significant relationship between the quality of customer service and satisfaction, trust and loyalty of customers. Meanwhile, satisfaction did not significantly affect loyalty, as well as the trust has no significant effect on customer loyalty, so that in this study there was no correlation mediation.

Keywords         : Loyalty, satisfaction, Trust, Service quality