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

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