The Banking Industry is one of the industries in the service sector that collects funds from the public and channels them back in the form of credit to the public, so the need to provide trust, quality of service, satisfaction so as to increase loyalty to state-owned banks in Makassar. This study aims to determine the effect of trust on satisfaction, service quality on satisfaction, trust on customer loyalty, service quality on customer loyalty, satisfaction on customer loyalty, trust on customer loyalty through customer satisfaction, and service quality on customer loyalty through customer satisfaction. Data was collected through observation, questionnaires, and documentation and analyzed through validity, reliability, classic assumption tests, path analysis and multiple tests. The results showed that trust had a positive and significant effect on customer satisfaction. Service quality has a positive and not significant effect on customer satisfaction. Trust has a positive and not significant effect on customer loyalty. Service quality has a positive and not significant effect on customer loyalty. There is a positive and significant influence on customer loyalty in state-owned banks in Makassar. Trust has a positive and significant effect on customer loyalty through customer satisfaction. Quality of service affects customer loyalty through customer satisfaction at state-owned banks in Makassar.
Business performance is an aspect that must be considered for the sustainability of a business. This type of research is quantitative research with SEM (Structural Equation Model) method that looks for relationships between variables. While the steps taken consisted of determining the structural model, followed by setting the measurement model, combining data and checking, pretest validity and reliability, determining the path analysis model, collecting models and analyzing with IBM-SPSS AMOS 23, testing the fit test model, if possible to re-checking the model, and then interpreting the results of data processing. The results showed that market orientation and entrepreneurial orientation had a positive and significant effect on marketing capabilities, marketing capabilities had a positive and significant effect on business performance, and, market orientation and entrepreneurial orientation does not have a positive and no significant effect on business performance.
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