Open AccessEFFECT OF SERVICE QUALITY ON CUSTOMER LOYALTY MEDIATED BY CUSTOMER SATISFACTION PT. MAYBANK INDONESIA FINANCE JAKARTA BRANCH
Author(s) -
Hendri Hendri,
Budi Haryono,
Saparso Saparso
Publication year - 2021
Publication title -
journal of humanities, social science, public administration and management
Language(s) - English
Resource type - Journals
eISSN - 2774-8162
pISSN - 2774-8154
DOI - 10.51715/husocpument.v1i4.128
Subject(s) - loyalty business model , business , customer satisfaction , service quality , customer advocacy , customer retention , customer delight , marketing , nonprobability sampling , customer to customer , customer equity , service (business) , advertising , sociology , population , demography
This study discusses the effect of service quality on customer loyalty mediated by customer satisfaction at PT. Maybank Indonesia Finance Jakarta Branch. This research was conducted by using purposive sampling. Data analysis using Smart PLS analysis. The results of the analysis conclude that service quality does not affect customer loyalty. So it can be said, good service quality may not necessarily make the customer loyal to PT. Maybank Indonesia Finance because there are still several factors that can make customers loyal. Service quality has a positive and significant effect on customer satisfaction. So it can be said, good service quality will increase customer satisfaction with PT. Maybank Indonesia Finance. Customer Satisfaction has a positive and significant influence on Customer Loyalty. So it can be said, increasing customer satisfaction will make customers more loyal to PT. Maybank Indonesia Finance. Customer satisfaction can mediate the effect of service quality on customer loyalty. So it can be said, if the quality of service provided is getting better, it will form high customer satisfaction in the minds of customers, then this will further increase customer loyalty at PT. Maybank Indonesia Finance.