AYUNDA, ADINDA ADELYA (2026) Pengaruh Kualitas Layanan dan Keamanan Terhadap Kepercayaan dan Loyalitas Pelanggan pada Pengguna Aplikasi Brimo. Undergraduate thesis, Universitas Hayam Wuruk Perbanas.
![[img]](http://eprints.perbanas.ac.id/style/images/fileicons/text.png) |
Text
ARTIKEL ILMIAH.pdf Restricted to Registered users only Download (498kB) |
|
|
Text
COVER .pdf Restricted to Registered users only Download (285kB) |
|
|
Text
BAB I.pdf Download (241kB) | Preview |
|
|
Text
BAB II.pdf Download (377kB) | Preview |
|
|
Text
BAB III.pdf Restricted to Registered users only Download (327kB) |
|
|
Text
BAB IV.pdf Restricted to Registered users only Download (652kB) |
|
|
Text
BAB V.pdf Download (231kB) | Preview |
|
|
Text
LAMPIRAN.pdf Restricted to Registered users only Download (731kB) |
Abstract
This study aims to analyze the influence of service quality and security on customer trust and loyalty, as well as the influence of trust on customer loyalty at PT Bank Rakyat Indonesia (Persero) Tbk. This study uses a quantitative approach with data collection techniques through distributing questionnaires to 100 respondents who are active customers of Bank BRI. The data analysis technique used is Structural Equation Modeling (SEM) based on Partial Least Square (PLS) with the help of SmartPLS 4.0 software. The results show that service quality has a positive and significant effect on trust. Service quality also has a positive and significant effect on customer loyalty. In addition, trust has a positive and significant effect on customer loyalty. This shows that consistent improvements in service quality will strengthen trust and directly increase customer loyalty in the banking industry. Keywords: service quality, security, trust, customer loyalty
| Item Type: | Thesis (Undergraduate) |
|---|---|
| Subjects: | 300 - SOCIAL SCIENCE > 330 - 339 ECONOMICS > 332 - FINANCIAL ECONOMICS > 332.12 - BANKS & BANKING |
| Divisions: | Bachelor of Management |
| Depositing User: | ADINDA ADELYA AYUNDA |
| Date Deposited: | 07 Apr 2026 06:41 |
| Last Modified: | 08 Apr 2026 02:35 |
| URI: | http://eprints.perbanas.ac.id/id/eprint/14082 |
Actions (login required)
 |
View Item |