The Influence of Service Quality, Use of Information Technology and Non-Cash Payment Systems on Customer Loyalty through Customer Satisfaction as an Intervening Variable

Public service is an activity in order to meet the community's needs for goods and services and administrative services provided by public service providers. Service quality has a relationship with community satisfaction, that there is a close relationship between service quality and community satisfaction as well as agency profits where higher service quality results in higher satisfaction. Current developments in technology make it easier for government to provide services for people and carry out transactions. The objectives of this research are: (i) To test and analyze service quality which has a significant positive effect on customer satisfaction. (ii) To test and analyze the use of information systems which has a significant positive effect on customer satisfaction. (iii) To test and analyze the non-cash payment system which has a significant positive effect on customer satisfaction. (iv) To test and analyze service quality which has a significant positive effect on customer loyalty. (v) To test and analyze the use of information technology which has a significant positive effect on customer loyalty. (vi) To test and analyze non-cash payments having a significant positive effect on customer loyalty. (vii) To test and analyze customer satisfaction which has a significant positive effect on customer loyalty. (viii) To test and analyze service quality which has a significant positive effect on customer loyalty through satisfaction as an intervening variable. (ix) To test and analyze the use of information technology which has a significant positive effect on customer loyalty through customer satisfaction as an intervening variable. (x) To test and analyze non-cash payments have a significant positive effect on customer loyalty through customer satisfaction as an intervening variable. This research uses descriptive and associative research methods, with a quantitative approach which aims to explain the influence of causal relationships between variables through hypothesis testing with a sample of 96 respondents, motor vehicle testing customers at the Mojokerto City Transportation Department. Data analysis in the research used path analysis followed by the help of the statistical application SPSS (Statistical Package for Social Sciences) Ver 26.0. The results of the study show that all the proposed hypotheses can be accepted with the most significant variable influencing Customer Satisfaction being Non-cash Payments.