Electronic Theses and Dissertation

Pelitian ini bertujuan untuk menguji pengaruh customer satisfaction dan religious obligation terhadap customer loyalty yang dimediasi oleh customer trust pada nasabah bank BSI di Banda Aceh. Pengumpulan data dalam penelitian ini diperoleh melalui penyebaran google form sebagai instrumen pengumpulan data terhadap 189 nasabah. Teknik pengambilan sampel yang digunakan di dalam penelitian adalah non-probability sampling dengan jenis yang digunakan convenience sampling. Berdasarkan hasil analisis menunjukkan bahwa customer satisfaction berpengaruh positif terhadap customer loyalty, religious obligation berpengaruh positif terhadap customer loyalty, customer satisfaction berpengaruh positif terhadap customer trust, religious obligation berpengaruh positif terhadap customer trust, customer trust bepengaruh positif terhadap customer loyalty dan customer trust dapat memediasi hubungan antara customer satisfaction terhadap customer loyalty dan juga customer trust dapat memediasi hubungan antara religious obligation terhadap customer loyalty.

This study aims to examine the effect of customer satisfaction and religious obligation on customer loyalty mediated by customer trust in customer of BSI in Banda Aceh. Data collection in this study was obtained through the distribution of google forms as an instrument for collecting data on 189 customer. The sampling technique used in the study was non-probability sampling with convenience sampling. Based on the results of the analysis shows that customer satisfaction positively affects customer loyalty, religious obligation positively affects customer loyalty, customer satisfaction positively affects customer trust, religious obligation positively affects customer trust, , customer trust positively affects customer loyalty and customer trust can mediate the relationship between customer satisfaction and customer trust can mediate the relationship between religious obligation and customer loyalty.