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May 7, 2026Cogent Business & ManagementOpen Access

Linking service quality, trust and customer retention: examining the mediating effect of customer satisfaction in relational service contexts

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Authors

LDLudfi DjajantoAKAnik KusmintartiTCTriesti Candrawati

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Overview

Cross-sectional analysis highlights customer satisfaction mediates effects of service quality and trust on customer retention.

Key Points

  • The study aims to explore how service quality, trust, and customer satisfaction influence customer retention in the Indonesian banking sector.
  • Cross-sectional quantitative design
  • Survey of 418 banking customers via purposive sampling
  • Data collected using a structured questionnaire
  • Analysis conducted using PLS-SEM for assessing relationships among variables
  • Service quality, trust, and relationship marketing significantly influence customer retention.
  • Customer satisfaction mediates the relationships between service quality, trust, and customer retention.
  • Findings underscore the importance of service quality in fostering trust and enhancing customer retention.

Cite This Study

Djajanto et al. (2026) studied this question.

synapsesocial.com/papers/69fbefd5164b5133a91a3dfdhttps://doi.org/10.1080/23311975.2026.2666471
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