The Effect Of Service Quality, Customer Trust And Perceived Value On Customer Loyalty With Co-Creation As Intervening Variable On Customers Using Internet Banking And Mobile Banking Bankaltimtara Sharia KCP Bontang

Abstract

This study aims to analyze the effect of service quality, customer trust and perceived value on customer loyalty with co-creation as an intervening variable. The method used is a structural equation model (SEM) with the AMOS application to analyze 192 samples of customers who use internet banking and mobile banking at Bankaltimtara Syariah KCP Bontang. The sampling technique used non-probability sampling method. The test results of the goodness of fit index show the model (fit) seen from the results of chi-square, probability, RMSEA, GFI, AGFI, CMIN/DF, TLI and CFI respectively 273.64, 0.079, 0.026, 0.901, 0.877, 1.131, 0.981 and 0.983 are all within the range of expected values so that this research model can be accepted. The results also show that co-creation variable has a positive influence as an intervening variable. Other research results are: 1). Service quality has a significant effect on co-creation. 2). Customer trust has a significant effect on co-creation. 3). Perceived value has a significant effect on co-creation 4). Service quality has a significant effect on customer loyalty. 5). Customer trust has a significant effect on customer loyalty. 6). Perceived value has a significant effect on customer loyalty. 7). Co-creation has a significant effect on customer loyalty.