The Influence of Service Quality, Information Quality, Trust and Customer Satisfaction on Customer Loyalty a Case Study at CU Tri Tapang Kasih
DOI:
https://doi.org/10.59890/ijfbm.v3i1.177Keywords:
service quality, information quality, customer satisfaction, trust, customer loyaltyAbstract
This study examines the interplay between service quality, information quality, customer satisfaction, trust, and customer loyalty at CU Tri Tapang Kasih, a local financial cooperative. Using a quantitative descriptive approach, data were gathered through a survey of 100 members who had been customers for at least six months. Structural Equation Modeling (SEM) was employed to analyze the relationships between variables. The findings indicate that service quality significantly enhances customer satisfaction but does not directly affect customer trust, whereas information quality positively influences both satisfaction and trust. Furthermore, customer satisfaction strongly impacts trust and loyalty, with trust playing a critical role in fostering loyalty. The study concludes that information quality is pivotal in building trust and satisfaction, while the effect of service quality on trust is mediated by satisfaction. Recommendations for CU Tri Tapang Kasih include enhancing the accuracy and relevance of information, implementing responsive service systems, and prioritizing customer satisfaction to ensure long-term loyalty. These insights offer practical guidance for strengthening customer relationships in an increasingly digitalized competitive landscape.
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