Does Service Quality Affect Customer Loyalty with Customer Satisfaction as an Intervening Variable : Case Study at PT Bank Tabungan Negara (Persero) Tbk. Sub Branch Office Bintara Bekasi


Authors : Andika Dewa, Sri Wahyuni

Volume/Issue : Volume 5 - 2020, Issue 4 - April

Google Scholar : https://goo.gl/DF9R4u

Scribd : https://bit.ly/3cZD25V

This research aims to determine service quality effect on customer satisfaction and customer loyalty at PT Bank Tabungan Negara Sub Branch Office Bintara. The sample is taken by using non probability sampling method and purposive sampling with 130 sample. The data used in this research consists of primary data (the results of questionnaire processing) and secondary data (related literature). This research used correlational research design. The type of research used in this research is quantitative research. Author use Structural Equation Modeling (SEM) with AMOS software version 22 as a tool. The result of this research indicates that the service quality variable has no significant effect to customer satisfaction but has an effect on customer loyalty. While customer satisfaction variables affect customer loyalty.

Keywords : Service Quality, Customer Satisfaction, Customer Loyalty

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