PENGARUH KUALITAS PELAYANAN DAN KEPERCAYAAN TERHADAP LOYALITAS NASABAH MELALUI PENGALAMAN NASABAH PADA PT. PEGADAIAN CABANG SYARIAH PAMEKASAN

  • Dwi Agung Cahya PT. Pegadaian Syariah Pamekasan
  • Yuventius Sugiarno Universitas Wijaya Putra Surabaya
DOI: https://doi.org/10.37504/jmb.v9i2.786
Keywords: customer loyalty, customer experience, service quality, trust, pegadaian

Abstract

ABSTRACT

This study aims to analyze the influence of service quality and trust on customer loyalty through customer experience at PT. Pegadaian branch of Sharia Pamekasan. This quantitative-associative research aims to test the relationship between variables. The sample in this study amounted to 100 active customers of PT. Pegadaian Branch of sharia Pamekasan. The data collection technique was carried out through the distribution of questionnaires, method of data analysis use SEM–PLS using SmartPLS 3.0. The results of the study show that the quality of service has a significant positive effect on customer experience and customer loyalty, trust has a significant positive effect on customer experience and customer loyalty, but customer experience does not have a significant effect on loyalty. Meanwhile, customer experience positively mediates the influence of service quality and trust on customer loyalty, although the strength is not too great.

Published
2026-03-14
How to Cite
Cahya, D., & Sugiarno, Y. (2026). PENGARUH KUALITAS PELAYANAN DAN KEPERCAYAAN TERHADAP LOYALITAS NASABAH MELALUI PENGALAMAN NASABAH PADA PT. PEGADAIAN CABANG SYARIAH PAMEKASAN. Jurnal Manajerial Bisnis, 9(2), 156-168. https://doi.org/10.37504/jmb.v9i2.786
Issue
Vol 9 No 2 (2026): Jurnal Manajerial Bisnis
Section
Articles

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