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).
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).
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