PENGARUH KUALITAS LAYANAN ANJUNGAN TUNAI MANDIRI, KEPERCAYAAN DAN CITRA PERUSAHAAN TERHADAP LOYALITAS NASABAH DENGAN KEPUASAN NASABAH SEBAGAI VARIABEL INTERVENING (STUDI PADA NASABAH BNI SYARIAH YOGYAKARTA)

The study aims to prove the effect of ATM service quality, trust and corporate image on customer loyalty, and to prove whether customer satisfaction is able to mediate the relationship between ATM service quality, trust and corporate image to customer loyalty. The data in this study are primary, using questionnaires. The sample in this research is taken with data collection method called purposive sampling that is customer who useproduct or service more than one years. This study uses the object of customers of BNI Syariah Yogyakarta. The numbers of samples used were 45 respondents. The obtained data were analyzed by using PLS analysis technique (Partial Least Square) through SmartPLS3 software. The result showed that the ATM service quality and corporate image have no effect on customer satisfaction and loyalty, while the trust variable has an effect on customer satisfaction and loyalty. In this study, customer satisfaction can not be a mediating variable between ATM service quality, trust and corporate image to customer loyalt