Effect of service quality, customer value and trust on the satisfaction and loyalty of bni samarinda customers

ABSTRACT : This study aims to determine the effect of service quality, customer value and trust on customersatisfaction and loyalty (Study at BNI Samarinda). The existence of tourism activities has a very big impact, oneof which is reducing unemployment and increasing the standard of living of the surrounding community. Thepopulation in this study were customers of BNI Samarinda, the sample in this study were 115 customers.Methods of data collection are carried out by distributing questionnaires or questionnaires to respondents whobecome the research sample. This study used data analysis tools, namely the validity and reliability tests, so thisstudy used the partial least square (PLS) analysis method. The tools used in data processing use the PLS Smartprogram. The results show that 1) Service quality has a significant effect on customer satisfaction in BNISamarinda, 2) Service quality has a significant effect on customer satisfaction in BNI Samarinda, 3) Trust has asignificant effect on customer satisfaction in BNI Samarinda. 4) Service quality has a significant effect oncustomer loyalty BNI Samarinda 5) Customer value has a significant effect on customer loyalty BNI Samarinda6) Trust has a significant effect on customer loyalty BNI Samarinda 7) Satisfaction has a significant effect oncustomer loyalty BNI Samarinda.

Keywords -Service quality, customer loyalty, customer satisfaction, customer value, trust