Service Quality Effect on Loyalty Customer with Customer Satisfaction as an Intervening Variable

Bob, Foster (2019) Service Quality Effect on Loyalty Customer with Customer Satisfaction as an Intervening Variable. International Journal of Business and Management Science, 9 (1). pp. 99-112. ISSN 1985-692X

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Abstract

Bank Rakyat Indonesia (BRI) is one of the largest banks and has the highest number of customers in its class. However, BRI is not ranked first in the Top Brand Index. This is very influential on customer satisfaction. To create customer satisfaction, the services offered must be of high quality, and try to minimize customer dissatisfaction. This study aims to analyze the effect of service quality that affects customer royalty, with customer satisfaction as an intervening variable.This research was conducted using primary data, which is obtained by distributing questionnaires to customers. The sampling technique used was non-probability sampling with an accidental random technique, and the software used was SPSS Version 24.0. The technique used is quantitative analysis, with path analysis methods. The results show that service quality has an effect on customer loyalty, customer satisfaction has a significant impact on customer loyalty, and service quality has an impact on customer satisfaction.

Item Type: Article
Subjects: H Social Sciences > HB Economic Theory
Divisions: Fakultas Ekonomi dan Bisnis > Manajemen
Depositing User: lppm Universitas UNIBI
Date Deposited: 13 Jul 2021 04:59
Last Modified: 25 Aug 2021 09:45
URI: http://repository.unibi.ac.id/id/eprint/230

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