Pengaruh kepercayaan, layanan, dan kepuasan nasabah terhadap loyalitas nasabah dalam menggunakan layanan sistem digital

Abstrak

The advancement of Information Technology in the digital era has had a major impact on banking, one of which is through mobile cards. Although the services provided are fairly satisfactory, the use of the m-card application is still relatively small which causes the emergence of irresponsible people who abuse the internet which is often referred to as cybercrime. So that people, especially cash card customers, become hesitant in using m-card Services. Therefore, this study examines the effect of trust, service quality, and customer satisfaction on customer loyalty in the digital service system of PT Cazh Teknologi Inovasi in Ketapang regency, West Kalimantan. This study uses a quantitative approach by using Likert scale-based questionnaires distributed to users of cazh digital services. The results of the analysis reveal that trust and service quality have a positive and significant impact on customer loyalty. Overall, these three variables simultaneously have a significant effect on loyalty to cazh digital services. Customer confidence in the reliability and security of the system further strengthens confidence in its use. The level of superior service quality along with high satisfaction further strengthens loyalty. Thus, these three crucial elements play an important role in shaping customer loyalty to PT Cazh Teknologi Inovasi's digital services, as well as supporting sustainable growth in the digital era.