Proceedings of the 8th International Conference on Accounting, Management, and Economics (ICAME 2023)

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The Influence of Service Quality and Trust on Customer Loyalty with Satisfaction as an Intervening Variable at PT Bank Sulselbar Makassar

Authors
Andi Utari Aqmarina1, *, Idayanti Nursyamsi1, Wardhani Hakim1
1Universitas Hasanuddin, Makassar, Indonesia
*Corresponding author. Email: utariaqm@gmail.com
Corresponding Author
Andi Utari Aqmarina
Available Online 22 May 2024.
DOI
10.2991/978-94-6463-400-6_32How to use a DOI?
Keywords
Service Quality; Customer Trust; Customer Satisfaction and Customer Loyalty
Abstract

This research aims to analyze the influence of Service Quality, Customer Trust and Customer Satisfaction on Customer Loyalty at PT Bank Sulselbar Makassar. The path analysis method is used to test the relationship between these variables. The results of data analysis show that Service Quality and Customer Trust have a positive and significant effect on Customer Loyalty. In addition, Customer Satisfaction is proven to mediate the relationship between Service Quality and Customer Loyalty, as well as between Customer Trust and Customer Loyalty. The implication of these findings is the importance of improving service quality, building customer trust, and ensuring customer satisfaction as strategies to strengthen customer loyalty in the banking market. This research provides in-depth insight for PT Bank Sulselbar Makassar and other banks in managing relationships with customers, strengthening loyalty, and achieving sustainable growth in a competitive business environment.

Copyright
© 2024 The Author(s)
Open Access
Open Access This chapter is licensed under the terms of the Creative Commons Attribution-NonCommercial 4.0 International License (http://creativecommons.org/licenses/by-nc/4.0/), which permits any noncommercial use, sharing, adaptation, distribution and reproduction in any medium or format, as long as you give appropriate credit to the original author(s) and the source, provide a link to the Creative Commons license and indicate if changes were made.

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Volume Title
Proceedings of the 8th International Conference on Accounting, Management, and Economics (ICAME 2023)
Series
Advances in Economics, Business and Management Research
Publication Date
22 May 2024
ISBN
978-94-6463-400-6
ISSN
2352-5428
DOI
10.2991/978-94-6463-400-6_32How to use a DOI?
Copyright
© 2024 The Author(s)
Open Access
Open Access This chapter is licensed under the terms of the Creative Commons Attribution-NonCommercial 4.0 International License (http://creativecommons.org/licenses/by-nc/4.0/), which permits any noncommercial use, sharing, adaptation, distribution and reproduction in any medium or format, as long as you give appropriate credit to the original author(s) and the source, provide a link to the Creative Commons license and indicate if changes were made.

Cite this article

risenwbib
TY  - CONF
AU  - Andi Utari Aqmarina
AU  - Idayanti Nursyamsi
AU  - Wardhani Hakim
PY  - 2024
DA  - 2024/05/22
TI  - The Influence of Service Quality and Trust on Customer Loyalty with Satisfaction as an Intervening Variable at PT Bank Sulselbar Makassar
BT  - Proceedings of the 8th International Conference on Accounting, Management, and Economics (ICAME 2023)
PB  - Atlantis Press
SP  - 420
EP  - 431
SN  - 2352-5428
UR  - https://doi.org/10.2991/978-94-6463-400-6_32
DO  - 10.2991/978-94-6463-400-6_32
ID  - Aqmarina2024
ER  -