ANALYSIS OF TRUST AND SERVICE QUALITY TOWARDS LOYALTY WITH SATISFACTION AS INTERVENING VARIABLE ON BNI MOBILE BANKING CUSTOMERS AT PT. BNI UNITOMO CASH OFFICE SURABAYA

: The purpose of this study was to analyze the effect of trust and quality of mobile banking services on loyalty and to analyze the effect of customer satisfaction on customer loyalty mediated by mobile banking service satisfaction. This research was conducted on consumers of PT. BNI Unitomo Cash Office Surabaya. The population is customers who use mobile banking. While, the sample is 100 people with proportional random sampling. The type of data used is quantitative data. Data collection techniques using questionnaires, observation and literature study. Data were analyzed using path analysis using Smart PLS 3 rd version for windows. The conclusion from the research shows that trust has no positive and significant effect on loyalty, while trust through customer satisfaction has a positive and significant effect on loyalty. Furthermore, the quality of mobile banking services has a positive and significant effect on loyalty either through customer satisfaction or directly

every day there are students and lecturers who complain about this mobile banking service in the suggestion box asking for it to be repaired. This unfavorable response is feared to have an impact on customer satisfaction and loyalty.
According to Wardana and Sriwidodo (2015) the results of the hypothesis are that the quality of mobile banking services and has a significant influence on loyalty with customer satisfaction as an intervening variable for mobile banking users, while in this study the independent variables consist of two service quality and trust.
The difference between this study and previous research on mobile banking and service quality is to use the mediation variable (intervening) customer satisfaction to determine the ability of Mobile Banking and Service Quality to customer loyalty with a level of satisfaction; and the research location is at PT. BNI Unitomo Cash Office Surabaya. Therefore, the authors are very interested in conducting a study with the title "Analysis of Trust and Service Quality towards Loyalty with Satisfaction as Intervening Variable on BNI Mobile Banking Customers at PT. BNI Unitomo Cash Office Surabaya".

Theoretical Framework and Hypotheses Customer Trust
According to Demircan and Ceylan in Altuntas & Baykal (2010), trust is critical in all organizational relationships, and particularly those between staff and employee leadership. Trust is a critical component of life that has impacts for both employees and the organization. According to Fandy Tjiptono (2007), the trust factor in a brand is vital in the building of loyalty, as it refers to a consumer's readiness to trust or rely on products and services in risky situations in the expectation of favorable outcomes. A successful cooperative partnership between a business and its intermediary traders demands trust, mutual respect, and the willingness to share what each partner possesses. Tjiptono (2007) defines service quality as an effort to meet consumer needs and desires, as well as the accuracy of delivery in meeting consumer expectations. This facility is perhaps more convenient than an ATM for non-cash transactions, because we may do a variety of transactions, including transfers to different banks, by just using a telephone/HP wherever we are. Meanwhile, Lupiyoadi and Hamdani (2006) defined service quality as the degree attained by qualities connected to meeting criteria. Quality is frequently regarded as a relative assessment of a product's or service's goodness, comprising of design quality and conformance quality.

Service Quality
Based on research conducted by Tjiptono (2000) found 10 dimensions of service quality or service quality, namely reliability, responsibility, competence, access, courtesy, communication, credibility, security, understanding, and tangibles. of a selected company. According to Handayani (2010) the stages of customer loyalty include cognitive loyalty, affective loyalty, conative loyalty, and action of loyalty. Griffin (2003:113) notes that when a loyal or devoted consumer exhibits purchasing behavior, it is frequently affected by complete awareness and consideration when purchasing. Griffin defines loyalty as making repeated purchases (making repeated purchases), purchasing beyond the product line (purchasing across product and service lines), and recommending products to others (referring other) and showing resistance to the allure of competitors (demonstrate immunity to the full of the competition).

Satisfaction
The customer or service user, according to Kotler (2011), is the party that optimizes the customer's value and sets the customer's expectation of value. Satisfaction, on the other hand, is a person's emotional response to a product's performance or expectations based on his views or impressions. Satisfaction is a person's feelings of pleasure or disappointment that arise after comparing his perceptions or impressions of the performance (or results) of a product and his expectations (Kotler, 2002). According to Rahman (2008) there are five indicators of customer satisfaction, which are: Satisfied with the loan process service, No complaints, The bank's performance is in line with expectations, Have good experience in the loan process, and The best option for taking out a loan.

The Effect of Customer Trust on Customer Loyalty
In a company, both in the form of products and services, trust is an important aspect for the progress of a business. Trust is the belief that one will find what the exchange partner wants (Chulaifi & Setyowati, 2018). According to Maharsi (2006), consumer trust plays a significant influence in the development of client loyalty. In his research, Prasetyo (2007) found that consumer trust and customer loyalty have a positive and significant relationship. In addition, Sari's (2013) study reveals that consumer trust influences customer loyalty in a positive and significant way. H1: Customer trust has a positive effect on customer loyalty

The Effect of Service Quality on Customer Loyalty
Receiving, processing, delivering, and fulfilling customer orders, as well as following up on any actions that contain problems, all require service quality (Payne, 2008). Customers should be satisfied with the variety of financial services available, so that they will become loyal to the bank in the future (Wisnu Wardana & Untung Sriwidodo, 2015). Customer loyalty is a customer's commitment to a brand, store, supplier, based on a positive attitude that is reflected in consistent repeat purchases (Fandy Tjiptono, 2006:172). According to Rambat Lupiyoadi (2013: 91), the basis for true loyalty can be seen from customer satisfaction, where service quality is the main point. In this case, with the existence of mobile banking services, it can be one of the bank's strategies to make customers loyal. This is because the better the quality of service, the customers can become loyal supporters of the company. a. Product loyalty b. Resistance to negative influences on the product c. Totally reference the existence of the company.

Descriptive Analysis
A data processing approach called Partial Least Squares (PLS) involves two stages to determine a study's Fit Model. The following are the findings of Partial Least Squares (PLS) data processing: Test Measurement Model (Outer Model) There are three criteria in the data analysis technique with SmartPLS to assess the outer model, namely convergent validity, discriminant validity, and composite validity.

Convergent Validity
Convergent validity assessment is based on the correlation between the estimated item scores/component scores, then produce the value of loading factor with PLS software. The loading factor value can be said to be high if the correlation value is > 0.7 with the desired construct. However, research in the early stages of producing a correlation value of 0.5 or 0.6 is considered sufficient. In this study, a loading factor limit of 0.50 and p-values <0.05 was used. The "results of processing using SmartPLS can be seen in the table above. The value of the outer model or the correlation between the construct and the variable has met convergent validity Based "on the table above, it can be concluded that all constructs meet the reliable criteria, this is indicated by the composite reliability values of > 0.70 and AVE > 0.50 as recommended criteria."

Structural Model Test (Inner Model)
The "structural model or inner model is evaluated by looking at the percentage of variance explained by looking at R 2 for the dependent latent construct using the Stone-Geiser Q Square test measures and also looking at the structural path coefficients. The following is a structural model of the research": This "study uses 2 variables that are influenced by other variables, namely the customer satisfaction variable (Z) which is influenced by customer trust (X1) and the quality of mobile banking services (X2). Another variable is loyalty (Y) which is influenced by customer trust (X1), mobile banking service quality (X2), and customer satisfaction (Z). The table above shows the R-squares value for the customer satisfaction variable (Z) which is 0.569." While "the loyalty variable (Y) was obtained at 0.772. These results indicate that 56.9% of the customer satisfaction variable (Z) is influenced by customer trust (X1) and the quality of mobile banking services (X2). And 77.2% of the loyalty variable (Y) is influenced by customer trust (X1), mobile banking service quality (X2), and customer satisfaction (Z) while the rest is influenced by other variables not examined in this study."

Direct Effect Hypothesis Test
The "basis for testing the hypothesis in this study is the value contained in the output result for inner weight. The estimation output results for structural model testing can be seen in the following table": From "the results of the table above, the coefficient value of the path of the effect of customer trust on loyalty to PT. BNI 46 Unitomo Surabaya Cash Office shows a coefficient path value of 0.162 with a t-statistic value of 1,713 < t-table 1.98 and has a p-value of 0.087 > 0.05 which means that the trust that customers receive without feeling satisfaction will not cause loyalty to PT. BNI 46 (Company) Unitomo Surabaya Cash Office." The effect of the service quality of mobile banking users on loyalty to PT. BNI 46 (Company) Unitomo Surabaya Cash Office shows a path coefficient value of 0.219 with a tstatistic value of 2.414 > t-table 1.98 and has a p-value of 0.016 < 0.05, which means that the service quality of mobile banking users has a positive effect on loyalty at PT. BNI 46 (Company) Unitomo Cash Office Surabaya.
The effect of customer trust on customer satisfaction at PT. BNI 46 (Company) Unitomo Surabaya Cash Office shows a path coefficient value of 0.453 with a t-statistic value of 5.130 > t-table 1.98 and has a p-value of 0.000 < 0.05, which means that customer trust has a positive effect on customer satisfaction at PT. BNI 46 (Company) Unitomo Cash Office Surabaya.
The effect of the service quality of mobile banking users on customer satisfaction at PT. BNI 46 (Company) Unitomo Cash Office Surabaya shows a path coefficient value of 0.333 with a t-statistic value of 3.325 > t-table 1.98 and has a p-value of 0.001 < 0.05, which means that the quality of mobile banking user services has a positive effect on customers satisfaction at PT. BNI 46 (Company) Unitomo Cash Office Surabaya.
The effect of customer trust on loyalty to PT. BNI 46 (Company) Unitomo Surabaya Cash Office shows a path coefficient value of 0.569 with a t-statistic value of 11.966 > t-table 1.98 and has a p-value of 0.000 <0.05, which means that customer trust has a positive effect on loyalty to PT. BNI 46 (Company) Unitomo Cash Office Surabaya.

Indirect Effect Hypothesis Test
The basis for testing the hypothesis in this study is the value contained in the total indirect effect. The estimation output results for structural model testing can be seen in the following table: From "the results of the table above, the path coefficient value The effect of customer trust on loyalty through customer satisfaction at PT. BNI 46 (Company) Unitomo Surabaya Cash Office shows a path coefficient value of 0.258 with a t-statistic value of 4.461 > t-table 1.98 and has a p-value of 0.000 < 0.05, which means that customers feel satisfied in receiving the trust given by BNI so that creating a sense of loyalty to PT. BNI 46 (Company) Unitomo Cash Office Surabaya." The "effect of the service quality of mobile banking users on loyalty through customer satisfaction at PT. BNI 46 (Company) Unitomo Surabaya Cash Office shows a path coefficient value of 0.190 with a t-statistic value of 3.413 > t-table 1.98 and has a p-value of 0.001 < 0.05, which means that customer trust has a positive effect on loyalty through customer satisfaction at PT. BNI 46 (Company) Unitomo Cash Office Surabaya."

Discussion The Effect of Customer Trust on Customer Loyalty
This study is supported by Rahmad (2019), which claims that his findings show that customer trust has a minor part in the establishment of consumer loyalty. This research is also in accordance with Erwin (2017), who found a negative relationship between consumer trust and customer loyalty in his study.
Indeed, it is well established that trust has no direct effect on customer loyalty, as all instructors and students are required to have a BNI account, which must also be active for mobile banking, as wages and tuition payments can only be done through BNI. Customers become disloyal to BNI products as a result of this. As well as the degree to which a customer is loyal to a product is indicated by the frequency with which they use mobile banking. In the field, many (2013:3) also explains that service quality has a direct and indirect effect on loyalty through satisfaction." The results of the analysis show that by providing pleasant satisfaction to customers, BNI Unitomo Cash Office customer loyalty will increase which is indicated by customers having the desire to transact regularly, take advantage of service facilities on a regular basis, willing to open other types of savings and willing to use other products offered, recommending to others, suggesting to others to enjoy the various products offered and not interested in making transactions with other banks.

Conclusion
Based on the results of research and discussions that have been carried out, the conclusions of the research results can be described: 1) Customer trust at BNI Unitomo Cash Office can be classified as inadequate in terms of benevolence, reliability, competence, and honesty. This is because customers cannot be loyal to BNI Unitomo Cash Office through trust. This disrupts the bank's relationship with customers, creates an unfavorable environment for re-transactions, and leads in a less effective word of mouth recommendation for BNI Unitomo Cash Office.
2) The bank's service quality also contributes significantly to customer loyalty, both directly and indirectly through customer satisfaction. This indicates that the higher the service quality and ability to match the customers expectations, the more loyal the customer will be to BNI Unitomo Cash Office so the more profit the bank will earn. This can be determined by examining bank personnel who have complied with all applicable corporate regulations and standards. Additionally, the quality of services offered by BNI Unitomo Cash Office will impact the bank's client satisfaction. The bank can provide satisfactory service, so customers will feel satisfied and loyal that BNI Unitomo Cash office will always try to provide services that meet customer expectations. 3) Customer satisfaction can encourage companies to build customer loyalty. Customers who have a high level of satisfaction will have positive feelings towards the bank, and show a desire to remain a BNI Unitomo Cash Office customer.

Suggestion
Based on the conclusions of the results of this study, it is hoped that the next researcher will overcome it and can be a reference for improvement in similar research in the future. The suggestions that can be submitted can be described as follows: 1) In terms of loyalty, the most influencing customer loyalty of BNI Unitomo Cash Office is the quality of service, therefore BNI Unitomo Cash Office must be able to provide services that can satisfy customers by providing excellent service to customers, BNI Unitomo Cash Office also provides physical evidence of service by providing facilities adequate service during transactions at BNI Unitomo Cash Office, namely mobile banking which is expected to make BNI Unitomo Cash Office Unitomo customers more satisfied and comfortable to make transactions at BNI Unitomo Cash Office and can facilitate customers in transacting. 2) For further researchers who will conduct research with the same theme, it is recommended to add other variables, conduct them in different objects, so that they are expected to get various results.