Role of Trust and Customer Satisfaction as a Mediation Effect of Human Resource Competence on Customer Loyalty (Study on Commercial Customer BCA Kanwil VII Malang)

Increasing competition in the banking services business make the customer's demands growing. So that competent human resources are needed to keep customers loyal. This study aims to analyze and explain the role of trust and customer satisfaction as a mediator of the influence of human resource competence on customer loyalty. The research population is BCA Kanwil VII's commercial customers in Malang. Samples of 100 customers using probability...