https://mail.insyma.org/proceedings/files/original/articles/Andini Febrianti.pdf Dublin Core The Dublin Core metadata element set is common to all Omeka records, including items, files, and collections. For more information see, http://dublincore.org/documents/dces/. Title A name given to the resource Proceedings of the International Symposium on Management (INSYMA) (Vol 22, 2025) Proceedings meta_title The Influence of Service Quality and Trust on Customer Loyalty with Satisfaction as an Intervening Variable (A Case Study of Customers at Pegadaian Tebing Tinggi Branch) Author #1 Andini Febrianti Author #2 Iklil Fauza Damanik Author #3 Rumiris Siahaan Author #4 Rusmewahni Author #5 Bagus Alfandiansyah Putra Author #6 Najwa Ermilia Abstract/Description The research method used is a quantitative method with the assistance of Smart PLS 3.0, based on data collected through questionnaires distributed to 87 respondents. The analysis methods used include the Measurement Model (Outer Model) evaluation, namely Validity and Reliability Tests. Then, the Structural Model (Inner Model) evaluation includes the Coefficient of Determination (R²), Goodness of Fit (GoF), T-Statistic Test, and Indirect Effect Test.The results from Smart PLS in this study are as follows: Service Quality influences Customer Satisfaction, Trust influences Customer Satisfaction, Service Quality does not influence Customer Loyalty, Trust influences Customer Loyalty, Customer Satisfaction influences Customer Loyalty, Customer Satisfaction is able to mediate the effect of Service Quality on Customer Loyalty, and Customer Satisfaction is able to mediate the effect of Trust on Customer Loyalty. keywords a;b;c;d Service Quality, Trust, Loyalty, Satisfaction publication_date 2025/06/20 2025/06/20 pdf_url https://insyma.org/proceedings/files/articles/Andini Febrianti.pdf abstract_html_url https://insyma.org/proceedings/items/show/ https://insyma.org/proceedings/items/show/525 firstpage 1302 lastpage 1306 issn 3047-857X 3047-857X conference Proceedings of the International Symposium on Management (INSYMA) Proceedings of the International Symposium on Management (Volume 21, 2024) publisher_name Fakultas Bisnis dan Ekonomika, Universitas Surabaya Fakultas Bisnis dan Ekonomika, Universitas Surabaya no article 213 Volume 22 authors Andini Febrianti, Iklil Fauza Damanik, Rumiris Siahaan, Rusmewahni, Bagus Alfandiansyah Putra, Najwa Ermilia Dublin Core The Dublin Core metadata element set is common to all Omeka records, including items, files, and collections. For more information see, http://dublincore.org/documents/dces/. Title A name given to the resource The Influence of Service Quality and Trust on Customer Loyalty with Satisfaction as an Intervening Variable (A Case Study of Customers at Pegadaian Tebing Tinggi Branch) Creator An entity primarily responsible for making the resource Andini Febrianti, Iklil Fauza Damanik, Rumiris Siahaan, Rusmewahni, Bagus Alfandiansyah Putra, Najwa Ermilia