PENGARUH KUALITAS PELAYANAN TERHADAP LOYALITAS PELANGGAN DENGAN KEPERCAYAAN DAN KEPUASAN SEBAGAI VARIABEL MEDIASI (Studi Pada Pelanggan Kereta Api Malioboro Ekspres)

The purpose of this study is to determine how the influence of service quality on customer loyalty with trust and satisfaction and the desire to re-visit as a variable mediation. A total of 79 questionnaires were distributed to passengers on 2 executive class cars. Further data were analyzed using descriptive and inferential statistics using SmartPLS data analysis software tool. The results of the analysis obtained from this study indicate that for direct influence, service quality has a positive and significant impact on trust, satisfaction, and customer loyalty. Trust has a positive and significant impact on customer loyalty. Satisfaction has a positive and significant effect on customer loyalty. Then for indirect influence the results show the confidence and satisfaction mediate the influence of service quality to customer loyalty significantly