Authors :
Andika Dewa, Sri Wahyuni
Volume/Issue :
Volume 5 - 2020, Issue 4 - April
Google Scholar :
https://goo.gl/DF9R4u
Scribd :
https://bit.ly/3cZD25V
Abstract :
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
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
