Open AccessMODEL TERINTEGRASI DARI KESETIAAN PELANGGAN PADA BANK PEMERINTAH
Author(s) -
Yunita Nila Dewi
Publication year - 2014
Publication title -
jurnal manajemen dan pemasaran jasa
Language(s) - English
Resource type - Journals
eISSN - 2442-9732
pISSN - 0216-3780
DOI - 10.25105/jmpj.v7i2.797
Subject(s) - loyalty business model , customer satisfaction , service quality , business , customer delight , nonprobability sampling , customer advocacy , customer retention , marketing , customer equity , customer intelligence , customer to customer , service (business) , sociology , population , demography
This study aimed to analyze the influences of service quality and image on customer loyalty from customer satisfaction that useful for marketing managers in making decisions for the company.This study was conducted on the state banks customers and took 200 customers becamesamples. This study used Structural Equation Model (SEM). The method used is a non probability sampling with purposive sampling techniques. Based on the results of this study is that there’s positive influence of service quality on customer satisfaction and influence of image on customer satisfaction. Furthermore, the customer satisfaction positive influence on customer loyalty, but there’s no positive influence of service quality on customer loyalty from customer satisfaction. Furthermore there’s no positive influence of image on customer loyalty from customer satisfaction.Keywords : Service Quality, Image, Customer Satisfaction, Customer Loyalty