SERVICE QUALITY AND CONSUMER PROTECTION EFFECT ON LOYALTY: TRUST AS INTERVENING VARIABLE
Abstract
The database of PT.PNM Aceh, especially UlaMM has shown that in the period January - PT. PNM's investigation on the relationship between customer loyalty, trust, consumer protection, and service quality produced a number of key discoveries. The findings indicate that customer trust is greatly increased by service quality, and that consumer protection is also a key factor in building customer trust. In particular, it was shown that trust significantly improved consumer loyalty. However, this study also highlights that service quality does not have a direct impact on customer loyalty, and trust is not effective as a mediating variable in this context. These findings suggest that while consumer protection greatly influences customer loyalty, the mechanisms for building loyalty in the banking sector are complex and require further exploration. This study emphasizes the importance of effective consumer protection measures and high service quality in fostering customer trust and loyalty.
References
Ananda Sabil Husein. (2015). Penelitian Bisnis dan Manajemen Menggunakan Partial Least Squares (PLS) dengan smartPLS 3.0.
Fajarini, A., & Meria, L. (2020). Pengaruh Kualitas Pelayanan Terhadap Kepercayaan dan Loyalitas Pelanggan Dimediasi Kepuasan Pelanggan (Studi Kasus Klinik Kecantikan Beauty INC). Jurnal Ekonomi, 1(2), 481–491.
Huda, A. N. &, & Wahyuni, S. (2013). Analisis Pengaruh Kualitas Layanan Internet Banking dan Tingkat Kepuasan Terhadap Loyalitas Nasabah Pada PT Bank Rakyat Indonesia (Persero) Tbk Kantor Cabang Pembantu Jamsostek Jakarta. Busines & Management Review, 02.
Huriyati, R. (2010). Bauran Pemasaran dan Loyalitas Konsumen (Alfabeta (ed.)).
Kennedy. (2004). Does Patient Satisfaction Affect Patient Loyalty. International Journal of Health Care Quality Assurance, 24 No. 4.
Kotler, P. (2012). Manajemen Pemasaran (Kedua). Prenhallindo.
Kotler, P., & Keller. (2016). A Framework for Marketing Management (Keenam). Pearson Prentice Hall.
Lupiyoadi, R. (2013). Manajemen Pemasaran Jasa, Berbasis Kompetensi. Salemba Empat.
Lutfiani, A. N., & Musfiroh, M. F. S. (2022). Pengaruh Kepercayaan Dan Pelayanan Terhadap Loyalitas Nasabah. Jamasy: Jurnal Akuntansi, Manajemen & Perbankan Syariah, 2(3), 64–74.
Morgan, R. M., & Hunt, S. D. (1994). The Commitment-Trust Theory of Relationship Marketing. Journal of Marketing, 58.
Octavia, R. (2016). Pengaruh Kualitas Pelayanan Dan Kepuasan Nasabah Terhadap Loyalitas Nasabah Tabungan Index Pada PT. Bank Index Kantor Cabang Lampung. Lampung Bandar Lampung.
Pasuraman, A. P., Berry, L. L., & A.Zheitaml, V. (1988). SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality. Journal of Retailing, 64(1), 12–40.
Pramana, I., & Rastini, N. (2016). Pengaruh Kualitas Pelayanan Terhadap Kepercayaan Nasabah Dan Loyalitas Nasabah Bank Mandiri Cabang Veteran Denpasar Bali. E-Jurnal Manajemen Universitas Udayana, 5(1), 706–733.
Setiadi, E. (2022). Pengaruh Kualitas Pelayanan Terhadap Loyalitas Nasabah Bank Jabar Banten Syariah Kantor Cabang Depok.
Sunarto. (2006). Pengaruh Kualitas Pelayanan Terhadap Loyalitas Nasabah Deposito Pada PT. Bank Mandiri Cabang (Persero) Semarang Pahlawan. UNES.
Supertini, N. P. S., Telagawati, N. L. W. S., & Yulianthini, N. N. (2020). Pengaruh Kepercayaan dan Kepuasan Pelanggan Terhadap Loyalitas Pelanggan pada Pusaka Kebaya di Singaraja. Jurnal Manajemen Dan Bisnis, 2.
Sutedi, A. (2010). Tanggung Jawab Produk Dalam Hukum Perlindungan Konsumen. Ghalia Indonesia.
Tezar Putra Nugraha, Ryna Parlyna, N. H. (2021). Pengaruh Kualitas Pelayanan dan Kepercayaan terhadap Kepuasan Pelanggan Pengguna Aplikasi Pembayaran X. Jurnal Bisnis, Manajemen, Dan Keuangan, 2.
Tjiptono, F. (2012). Strategi Pemasaran. Bayumedia Publishing.
W, W., & N Suarmanayasa. (2021). Pengaruh Kualitas Layanan Terhadap Loyalitas Nasabah Dengan Kepuasan Sebagai Variabel Mediasi Pada LPD. Jurnal Manajemen, 7(No. 2).
Wilson, A., Zeithaml, V., Bitner, M. J., & Gremler, D. (2016). Services Marketing: Integrating Customer Focus Across the Firm. McGraw-Hill Education.
Performance: Jurnal Bisnis & Akuntansi allows readers to read, download, copy, distribute, print, search, or link to the full texts of its articles and allow readers to use them for any other lawful purpose. The journal allows the author(s) to hold the copyright without restrictions. Finally, the journal allows the author(s) to retain publishing rights without restrictions.
In most cases, appropriate attribution can be provided by simply citing the original article, for example:
Sakdiyah, H. (2017). ANALISIS PENERAPAN ENVIROMENTAL MANAGEMENT ACCOUNTING (EMA) PADA RSUD DR.H.SLAMET MARTODJIRJO PAMEKASAN. PERFORMANCE: Jurnal Bisnis & Akuntansi, 7(1), 1-18. doi:https://doi.org/10.24929/feb.v7i1.343
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.
4.png)
.png)
