The Influence of Service Quality, Customer Trust, Customer Satisfaction, Financial Literacy, and Information Systems on Customer Loyalty (Case Study of PT. Bank Syariah Indonesia KCP Bogor Ahmad Yani)

Abstrak

This study was conducted to prove the influence of service quality and customer trust on the loyalty of PT. Indonesia Sharia Bank KCP Bogor Ahmad Yani customers in Bogor City. This study uses the population of PT. Indonesia Sharia Bank KCP Bogor Ahmad Yani customers in Bogor City with a sample of 50 respondents and questionnaire distribution techniques to get respondents' answers. This research is a quantitative research which collects data in the form of numbers and then presents it using descriptive. The type of data used in this study is primary data, direct data collected by researchers through distributed questionnaires. The results of this study are that service quality, customer trust, and financial literacy have no effect on customer loyalty. Meanwhile, customer satisfaction and information systems affect customer loyalty.