ANALYSIS OF INFLUENCE OF SERVICE QUALITY AND CUSTOMER SATISFACTION OF LOYALTY IN INDEPENDENT BANK (LIMITED), TBK JAKARTA BRANCH THAMRIN NINE

Abstract

This study aims to determine how the effect of service quality on customer loyalty and satisfaction in bank Mandiri (Persero) Tbk Jakarta branch Thamrin Nine, to see how the influence of service quality on customer satisfaction and customer loyalty. And how the influence of customer satisfaction on customer loyalty.Sampling technique in studies using nonprobability sampling.Total sample of 100 respondents.Data analysis using Structural Equation Modeling (SEM) with LISREL 8.70 program.The results showed that the loading factor of -0.0084 and t value of -0.486 in relation to service quality and customer loyalty kepuasn meaning H4 rejected. On the relationship of service quality on customer loyalty shows the value of loading factor of 0.36 and t value of 2.80, which means H2 received and concluded that service quality directly affects customer loyalty. The results of this study support the research conducted Chadha and DeepaKapoor (2009).