PENGARUH KUALITAS LAYANAN TERHADAP LOYALITAS PELANGGAN DENGAN KEPUASAN PELANGGAN DAN KEPERCAYAAN PELANGGAN SEBAGAI VARIABEL MEDIASI (Studi Pada Pengguna Jasa Kereta Api Gajayana Kelas Eksekutif)

This study evaluated and test the impact of service quality on customer loyalty, and the role of customer satisfaction and customer trust as mediating variables. This study used a quantitative approach with and explanatory research type. Data collection for this study used a survey through the distribution of questionnaires. The sample was obtained using the Lemeshow formula of 246 Gajayana Executive class train customer on the Malang – Jakarta (Gambir) route, and vice versa using accidental sampling. This study used path analysis tool. The findings of this study indicate that service quality has a positive and significant impact on customer loyalty. Customer satisfaction does not have a positive and significant impact on customer loyalty. Customer trust has a positive and significant impact on customer loyalty. Service quality has a positive and significant impact on customer satisfaction. Service quality has a positive and significant impact on customer trust. Customer satisfaction does not mediate the effect of service quality on customer loyalty. Customer trust can mediate the effect of service quality on customer loyalty.