The Influence of Service Quality and Trust on Customer Loyalty with Satisfaction as an Intervening Variable (A Case Study of Customers at Pegadaian Tebing Tinggi Branch)

Abstract

The research method used is a quantitative method with the assistance of Smart PLS 3.0, based on data collected through questionnaires distributed to 87 respondents. The analysis methods used include the Measurement Model (Outer Model) evaluation, namely Validity and Reliability Tests. Then, the Structural Model (Inner Model) evaluation includes the Coefficient of Determination (R²), Goodness of Fit (GoF), T-Statistic Test, and Indirect Effect Test.The results from Smart PLS in this study are as follows: Service Quality influences Customer Satisfaction, Trust influences Customer Satisfaction, Service Quality does not influence Customer Loyalty, Trust influences Customer Loyalty, Customer Satisfaction influences Customer Loyalty, Customer Satisfaction is able to mediate the effect of Service Quality on Customer Loyalty, and Customer Satisfaction is able to mediate the effect of Trust on Customer Loyalty.