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Cholisati, Nurifatul
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Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Social Sciences

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The role of customer satisfaction on the effect of service quality and corporate image on customer loyalty Cholisati, Nurifatul; Maesaroh, Eka Siti; Rohman, Fatchur; Puspaningrum, Astrid
MEC-J (Management and Economics Journal) Vol 3, No 3 (2019)
Publisher : Faculty of Economics, State Islamic University of Maulana Malik Ibrahim Malang

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (505.503 KB) | DOI: 10.18860/mec-j.v3i3.7472

Abstract

This study tested and analyzed the effect of service quality and corporate image on customer loyalty by mediating customer satisfaction with customers of PT. Bank Rakyat Indonesia (Persero) Tbk. Bondowoso branch. The sample used in this study amounted to 172 respondents with a sampling technique that is purposive sampling. The data analysis used in this study is partial least square with the help of smartpls 3.0 software. The results of this study indicate that all direct influences on each pathway are significant. Customer satisfaction acts as a partial mediation on the effect of service quality and corporate image on customer loyalty.
Co-Authors Ali Djamhuri Astrid Puspaningrum Maesaroh, Eka Siti