Bewertung des Arabian Journal of Business and Management

The Effect of Service Quality on Trust and Loyalty for Giant Customers in Malang City

Abstract

Mahmud Unidha

This study aims to obtain empirical evidence about the effect of service quality on customer trust and loyalty as well as the influence of trust on customer loyalty of Giant in Malang. The population of this study is the Giant customers who already have a Giant shopping card and are shopping at the time being. Those are 100 respondents who are considered as the sample of this study. Data analysis used in this research is Path analysis. The results showed that service quality directly affects customers’ trust, service quality directly affects customer loyalty, and customer trust is able to mediate the influence of service quality on customer loyalty in Malang.