Pengaruh Service Quality terhadap Loyalitas Dimediasi Customer Value, dan Customer Trust (Studi pada Pengguna Jasa PT Pos Indonesia Persero Malang 65100)

This study aims to describe empirically: Determine the indicators forming the most dominant variables as forming the variable service quality, customer value customer trust and loyalty. Explain the influence of variable service quality of customer value, customer trust and loyalty as well as the influence of service quality on loyalty mediated by customer value and customer trust. This research uses a positivist approach (quantitative), as the service user population PT.Pos Indonesia (Persero) Malang 65 100 num­ber of 170 samples, with sampling proportional random sampling. Techniques of data analysis using descriptive and inferential analysis tool analysis with Structural Equation Modeling (SEM). Results showed that, in a competitive situation faced by PT.Pos Indonesia (Persero) Malang 65,100 thanks to reform its business: Service quality has positive and significant impact on cutomer value, customer trust and loyalty. Customer value has positive and significant impact on customer trust and loyalty and customer trust has positive and significant impact on consumer loyalty PT. Pos Indonesia (Persero) Malang 65,100. Keywords: Service quality perception, customer value, customer trust, and customer loyalit