Analysis of the Effects of Service Quality, Complaint Handling, and Trust on Customer Loyalty with Customer Satisfaction as Intervening Variable at PT. Bank Mayapada Internasional, Tbk Kapas Krampung Surabaya Branch

The purpose of this study was to determine how the influence of service quality (X1), complaint handling (X2), and trust (X3) on customer loyalty (Y) with customer satisfaction (Z) as an intervening variable at PT. Bank Mayapada Internasional, Tbk Kapas Krampung Surabaya Branch. The population used is the customers of Bank Mayapada Kapas Krampung Surabaya Branch who have at least two products in 2015-2020 with a sample of 210 customers. This research uses SEM-PLS with smart PLS software. Of the 7 hypotheses, all of them have a significant effect, they are accepted. The significant hypothesis is accepted, namely service quality on customer satisfaction, service quality on customer loyalty, handling complaints on customer satisfaction, handling complaints on customer loyalty, trust in customer satisfaction, trust in customer loyalty, and customer satisfaction on customer loyalty