Open AccessCustomer Satisfaction as Intervening Between Use Automatic Teller Machine (ATM), Internet Banking and Quality of Loyalty (Case in Indonesia)
Author(s) -
Indrayani Indrayani,
Chablullah Wibisono,
Sanni Aritra,
Iskandar Muda
Publication year - 2019
Publication title -
international journal of financial research
Language(s) - English
Resource type - Journals
eISSN - 1923-4031
pISSN - 1923-4023
DOI - 10.5430/ijfr.v10n6p54
Subject(s) - customer satisfaction , service quality , loyalty business model , variables , business , variable (mathematics) , regression analysis , marketing , the internet , loyalty , quality (philosophy) , service (business) , statistics , advertising , computer science , mathematics , world wide web , mathematical analysis , philosophy , epistemology
This research aims to determine the effect of customer satisfaction as an intervening variable between utilization of Automatic Teller Machine (ATM) variable, Internet Banking variable and service quality variable to variable customer loyalty at PT. Bank Mandiri Tbk in Batam city, Indonesia. This research is collecting the data in the form of primary and secondary data. Collecting the data in this study using questionnaires in the form of respondents Involved in this research were 187 customers. The number is obtained by using the formula Slovin with random sampling. The collected the data were processed and Analyzed by using SPSS and SEM for normality, regression coefficient, and determination. From the result show that the variable utilization ATM, Internet Banking and service quality affect to customer satisfaction has 83%. That is the service quality variables of the most dominant influence on customer satisfaction and customer loyalty.