PENGARUH KEPERCAYAAN TERHADAP LOYALITAS NASABAH MELALUI KEPUASAN SEBAGAI VARIABEL INTERVENING PRODUK TABUNGAN EMAS PEGADAIAN

Abstract Todays currently, saving in gold becomes one of the acquainted solutions for those who are interested in gold, yet having a lack of money. Besides, people are attracted to investing in gold because the gold currency tends higher throughout the year. This phenomenon delivers a chance for Pegadaian to persuade people on saving gold safely and easily through building customer trust and customer satisfaction. The objective of this research is to know about in effect of customer loyalty on customer trust. In variable used is customer satisfaction of Saving in Gold at Pegadaian, while Pegadaian Dinoyotangsi Surabaya is chosen as the population of the research. This explanatory research belongs to quantitative design and it involves non-probability sampling with 110 correspondents. The path analysis using AMOS 22 and IBM SPSS is done for the statistic analysis. The result showed that trust has customers the effect of loyalty customers through customer satisfaction as an intervention variable. Keyword: an instrument in gold at Pegadaian; loyalty; satisfaction; trust