Arimyrsa, Dafit (2025) Pengaruh Kepercayaan Nasabah dan Kualitas Pelayanan Terhadap Loyalitas Nasabah Dengan Kepuasan Nasabah Sebagai Variabel Moderasi pada Bank Riau Kepri Syariah Cabang Pekanbaru Sudirman. Other thesis, Universitas Islam Riau.

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Abstract

The purpose of this study was to determine the influence of customer trust on customer loyalty, the influence of service quality on customer loyalty, the influence of customer satisfaction on customer loyalty, the influence of customer trust on customer loyalty with customer satisfaction as a moderating variable, and the influence of service quality on customer loyalty with customer satisfaction as a moderating variable at Bank Riau Kepri Syariah, Pekanbaru Sudirman Branch. This research was conducted using a quantitative descriptive method using primary and secondary data obtained through interviews and a research questionnaire. The population in this study was 100 customers of Bank Riau Kepri Syariah, Pekanbaru Sudirman Branch. The data analysis used to test this research will utilize the Partial Least Squares (PLS) method. The PLS method was chosen based on previous research and considering that this study has two latent variables with formative indicators. The results of this study can be concluded that trust has a positive and significant effect on customer satisfaction, service quality has a positive and significant effect on customer satisfaction, customer satisfaction has a positive and significant effect on customer loyalty, trust has a positive and significant effect on customer loyalty mediated by customer satisfaction, service quality and trust have a positive and significant effect on customer loyalty mediated by customer satisfaction.

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