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All Journal Jurnal Paradigma Ekonomika Ilmiah Manajemen Bisnis Infestasi JAKU (Jurnal Akuntansi & Keuangan Unja) (e-journal) JBMP (Jurnal Bisnis, Manajemen dan Perbankan) Jurnal Teknologi & Industri Hasil Pertanian Organum: Jurnal Saintifik Manajemen dan Akuntansi Jurnal Muara Ilmu Ekonomi dan Bisnis JURNAL LENTERA BISNIS Dinasti International Journal of Education Management and Social Science International Journal of Zakat (IJAZ) Jurnal Bio-Geo Material Dan Energi Indonesian Journal of Business Analytics (IJBA) Jambi Accounting Review (JAR) Journal of Business Management and Economic Development
Achmad Hizazi
Universitas Jambi
Religion Agriculture, Biological Sciences & Forestry Humanities Computer Science & IT Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Electrical & Electronics Engineering Energy Industrial & Manufacturing Engineering Social Sciences Other

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Journal : JBMP (Jurnal Bisnis, Manajemen dan Perbankan)

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Maximizing Automated Teller Machines (ATM) User Loyalty through Trust and Quality Service Elex Sarmigi; Achmad Hizazi; Sri Rahayu; Enggar Diah Puspa Arum
JBMP (Jurnal Bisnis, Manajemen dan Perbankan) Vol 9 No 2 (2023): September
Publisher : Universitas Muhammadiyah Sidoarjo

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.21070/jbmp.v9i2.1685

Abstract

The purpose of this research is to look into the direct and indirect effects of service quality and trust on customer loyalty, as mediated through customer satisfaction. The study is based on a sample of 85 customers who used ATM services at the PT. Bank 9 Jambi, Kerinci Branch. This Study approach is used to calculate sample size, and data is collected utilizing an incidental sampling strategy using a questionnaire. For data analysis, Smart PLS 3.0 software is used to assist path analysis. According to the findings, neither service quality nor trust have a statistically significant influence on customer loyalty, whether directly or indirectly through customer pleasure. Customer pleasure, on the other hand, has a positive and considerable impact on customer loyalty. Furthermore, the study discovers a favorable and significant link between service quality and client trust. These findings provide light on the complex dynamics of service quality, trust, customer satisfaction, and loyalty in the context of ATM usage, providing valuable insights for customer relationship management practitioners and researchers.
Co-Authors AD Lestari Alan Pratama Amri Amir Amri Amir Andi Mirdah Atar Satria F Bela Oktavianti Dede Rahmat Dewi Fitriyani Dewi Hilda S Enggar Diah Puspa Arum Fitrini Mansur Friyani, Rita Kelvin Setiawan Khairunnisa Khairunnisa Mufidah Mufidah Mufidah Mufidah Muhammad Gowon Mukhzarudfa Mukhzarudfa, Mukhzarudfa Mursalin Mursalin Nella Safelia Netty Herawaty Nia Sofiana Sofiana P. Eko Prasetyo Rahayu Rahayu Rahmanita Rahmanita Ratih Kusumastuti Rega C Reni Yustien Reni Yustien Sahrial Sahrial Septiawati Septiawati Shinta Regina Nursedima Marpaung Sri Rahayu Ulyarti Wiralestari, Wiralestari Wiwik Tiswiyanti Yuliusman Zalisman Rahmadan Zulma, Gandy Wahyu Maulana