Pengaruh Kualitas Layanan, Kepercayaan Dan Komitmen Terhadap Loyalitas Nasabah Bank Mandiri Sidoarjo

A latest survey finds that Mandiri Bank has been listed for top 10 banks which get 83.04 point as the best bank service excellence in Bank Service Excellence Monitor (BSEM) 2016. This is held by Marketing Research Indonesia (MRI) and Info Bank Magazine (www.infobanknews.com). These achievement has been the ninth for Mandiri Bank who always consecutively in succession from 2008. At this point, a deep research report about service quality, trust and commitment is required in order to establish the customer’s loyalty in future.This thesis aims to analyze a model of some variables which can influence the customer’s loyalty of Mandiri Bank – Candi Sidoarjo Branch Office in terms of service quality, trust and commitment. In order to fill the research, the data is collected from 170 respondents who consist of Mandiri Bank’s customers – Candi Sidoarjo branch office. Furthermore, the data sample will be analyzed using Smart Partial Least Square (PLS). In conclusion, the entire hypothesis presented in this research is acceptable, except the hypothesis significant effect of trust on customer loyalty. These result proved the causality between variables are related. It was also proved that there is positive relation between service quality and commitment that impact on customer’s loyalty. No significant effect was also found among the variables of trust and customer’s loyalty in the application of the theory and managerial. This research can be used as an input for the management of Mandiri Bank-Candi Sidoarjo branch office to enhance customer’s loyalty by improving the quality of services through the provision of training for employee. Keywords : Service quality, trust, commitment, loyalt