The Effect of Service Quality on Customer Trust through Customer Satisfaction: Evidence from BSI Mobile Users

Authors

  • Dea Aprilia UIN Sunan Kudus
  • Kharis Fadlullah Hana Universitas Islam Negeri Sunan Kudus

DOI:

https://doi.org/10.18592/taradhi.v17i1.20808

Keywords:

Service Quality, Customer Satisfaction, , Customer Trust, BSI Mobile, Digital Banking, PLS-SEM

Abstract

This study examines the effect of service quality on customer trust, with customer satisfaction acting as a mediating variable, among BSI Mobile users at UIN Sunan Kudus. Prior studies in this field have consistently treated satisfaction as an outcome of service quality and trust as an antecedent of satisfaction, but rarely tested — and sometimes mislabeled — the specific mediating role that satisfaction plays in translating service quality into trust for a young, digitally native customer segment. This gap motivated the present study. A quantitative associative approach was employed using Partial Least Squares Structural Equation Modelling (PLS-SEM), with data collected from 100 respondents selected through purposive sampling. The results indicate that service quality has a positive and significant effect on customer satisfaction, and that customer satisfaction, in turn, has a positive and significant effect on customer trust. Furthermore, service quality exerts a significant indirect effect on customer trust through customer satisfaction as a mediating variable. These findings confirm that customer satisfaction functions as a critical link between service quality and trust formation in a digital banking context, offering theoretical refinement of the service-quality-satisfaction-trust chain and practical direction for Islamic digital banking providers.

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Published

2026-07-12

How to Cite

Aprilia, D., & Kharis Fadlullah Hana. (2026). The Effect of Service Quality on Customer Trust through Customer Satisfaction: Evidence from BSI Mobile Users . At-Taradhi: Jurnal Studi Ekonomi, 17(1), 33–41. https://doi.org/10.18592/taradhi.v17i1.20808

Issue

Vol. 17 No. 1 (2026): At-Taradhi: Jurnal Studi Ekonomi

Section

Articles

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Copyright (c) 2026 Dea Aprilia, Kharis Fadlullah Hana

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