The Influence of Satisfaction on Service Quality and Trust in Products on Loyalty of Bank Rakyat Indonesia Credit Cards Users in Padang Panjang

DOI

10.2991/piceeba-19.2019.51How to use a DOI?

Keywords

Satisfaction, Service Quality, Trust, Loyalty.

Abstract

This study aims to explain the influence of satisfaction on service quality towards trust in products and customer loyalty of Bank Rakyat Indonesia credit card users in Padang Panjang City and the extent to which trust in products has an effect on customer loyalty of Bank Rakyat Indonesia credit card users in Padang Panjang city. The sample of this study was users of Bank Rakyat Indonesia credit card in Padang Panjang city with a total sample of 192 respondents. The analysis technique used in this study is SEM analysis. The results of the study show that: (1) satisfaction on service quality has a positive and significant effect on trust in the product; (2) satisfaction on service quality and trust in products has a positive and significant effect on the loyalty of Bank Rakyat Indonesia credit card users in Padang Panjang

Copyright

© 2019, the Authors. Published by Atlantis Press.

Open Access

This is an open access article distributed under the CC BY-NC license (http://creativecommons.org/licenses/by-nc/4.0/).

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TY  - CONF
AU  - Azwar
AU  - Susi Evanita
AU  - Abror
PY  - 2019/09
DA  - 2019/09
TI  - The Influence of Satisfaction on Service Quality and Trust in Products on Loyalty of Bank Rakyat Indonesia Credit Cards Users in Padang Panjang
BT  - Proceedings of the Third Padang International Conference On Economics Education, Economics, Business and Management, Accounting and Entrepreneurship (PICEEBA 2019)
PB  - Atlantis Press
SP  - 382
EP  - 390
SN  - 2352-5428
UR  - https://doi.org/10.2991/piceeba-19.2019.51
DO  - 10.2991/piceeba-19.2019.51
ID  - 2019/09
ER  -