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All Journal Journal of Innovation in Business and Economics Jurnal Aplikasi Dan Inovasi Ipteks SOLIDITAS Studi Kasus Inovasi Ekonomi Jurnal Inovasi Ekonomi Jurnal Manajemen Bisnis Jurnal Manajemen Bisnis dan Kewirausahaan Journal of International Conference Proceedings Business Innovation Management and Entrepreneurship Journal
Marsudi
Universitas Muhammadiyah Malang
Humanities Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Electrical & Electronics Engineering Energy Environmental Science Industrial & Manufacturing Engineering Languange, Linguistic, Communication & Media Social Sciences

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Journal : Journal of International Conference Proceedings

 1 
EFFECTS OF THE SERVICE QUALITY TO CUSTOMER LOYALTY MEDIATED BY SATISFACTION VARIABLE Marsudi Marsudi
Journal of International Conference Proceedings (JICP) Vol 2, No 1 (2019): Proceedings of the 3rd International Conference of Project Management (ICPM) Bal
Publisher : AIBPM Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.32535/jicp.v2i1.458

Abstract

The purpose of this study was to analyze and assess the effect of service quality on customer loyalty mediated by satisfaction variables on depositors or customers of Bank BNI Malang. The sampling technique in this study using the purposive sampling of 100 respondents to the depositors or clients who use the services of BNI Malang are already quite mature and has been transacting at least twice. Data collection techniques used is by using a questionnaire. The analytical tool used in this study uses regression analysis to test mediation Sobel test. Sobel test results show that the probability value is less than the value of alpha, indicating that the quality of service is a positive and significant impact on customer loyalty mediated by satisfaction variables.
Co-Authors Andrian Ilham Bimantara Ardik Praharjo Bambang Widagdo Dewi Nurjannah Fakhrizza Anfasa Ramadhan Fakhrizza Fika Fitriasari Fira Ibialty Kreatitin Hidayatul Fajriyah Melinda Yunita Sari Muhammad Ubaidillah Rahman Mursidi Mursidi Nuryanti Nuryanti Ova Nia Amalia R. Iqbal Robbie Rahmad Wijaya Sri Nastiti Andharini Tri Jayanti thohir WIDAYAT -