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All Journal Jurnal Ilmu Manajemen (JIMMU) Jurnal Mandiri Jurnal Manajemen Dirgantara Jurnal Ilmiah Edunomika (JIE) Management Studies and Entrepreneurship Journal (MSEJ) Publik: Jurnal Manajemen Sumber Daya Manusia, Administrasi dan Pelayanan Publik Jurnal AbdiMas Nusa Mandiri Indonesian Journal of Society Engagement (IJSE) Jurnal Abdimas Ekonomi dan Bisnis Manajemen : Jurnal Ekonomi Matriks Manajemen : Jurnal Ekonomi Jurnal Ekonomi, Bisnis dan Manajemen
Muhammad Abdullah
Fakultas Ekonomi Dan Bisnis, Universitas Nusa Mandiri
Religion Humanities Computer Science & IT Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Energy Environmental Science Industrial & Manufacturing Engineering Mathematics Neuroscience Physics Social Sciences Transportation Other

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Journal : Jurnal Mandiri

 1 
Customer Satisfaction and Loyalty Management of Bank Sahabat Sampoerna Branch Kelapa Gading Wahid Akbar Basudani; Valentine Theresia Simamora; Gani Wiharso; Muhammad Abdullah; Hary Mulyadi
Jurnal Mandiri : Ilmu Pengetahuan, Seni, dan Teknologi Vol 6 No 2: Desember 2022
Publisher : Lembaga Kajian Demokrasi dan Pemberdayaan Masyarakat (LKD-PM)

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.33753/mandiri.v6i2.215

Abstract

The purpose of this study is to determine whether there is an effect of service quality, customer motivation and customer behavior on customer satisfaction with customer complaints as moderation and its impact on customer loyalty at Bank Sabahat Sampoerna Branch Kelapa Gading This study uses the SEM method with the Smart-PLS application. The number of samples in this study amounted to 52 with the sampling technique of accidental sampling which is included in the type of non-probability sampling where the object in this study is the customer who uses credit facilities at Bank Sahabat Sampoerna Branch Kelapa Gading. The results of this study obtained the endogenous variable Customer Satisfaction (Y) of 0.98 and Customer Loyalty (Z) of 0.97. This indicates that the endogenous latent variable Customer Satisfaction (Y) is strongly influenced by the exogenous variables of Service Quality (X1), Customer Motivation (X2) and Customer Behavior (X3). Meanwhile, the endogenous latent variable of Customer Loyalty (Z) is strongly influenced by 0.97 by the exogenous variables of Service Quality (X1), Customer Motivation (X2) and Customer Behavior (X3) through the mediating variable of Customer Satisfaction (Y).
Co-Authors Andri Rizko Yulianto Asep Rana Purwadi Ati Chandrasari Aurelien, Rafelia Ayu Diah Faridayanti Azzahra Aulia Hidayah Bunga Amelia Fauziah Dika Ariska Silviana Dini Yerinda Eko Oby Purwanto Erlinda Nafisah Hanan Fadiyah Suriani Fariz Maulana Noorend Febrianto Galeh Prasetiyo Gani Wiharso Hary Mulyadi Ida Zuniarti Ida Zuniarti, Ida Instianti Elyana Jannah , Zulfatul Jesisca Rinjani Jessica Aurelia Wijaya Kharisma Dewi Yasinta Larasati Dwi Lestari Lena Rahmi Marcella Gouwtami Misnya Tutik Mulyadi, Hary Mutiara Rofingi Nadhilla Putri Shabil Nandito Cakra Pamungkas Nurcahyo Kumolo Marsono Oby Eko Purwanto Purwadi, Asep Rana Rafelia Aurelien Raka Anugrah Syaputra Ratna Puspita Reza Yuniar Rippana Elsandi Ryan Darmawan Sania Vereysita Sopio Saputra Sri Rusiyati Tri Lathifah Mesi Andayani Valentine Theresia Simamora Valentine Theresia Simamora Wahid Akbar Basudani Widya Raudhatul Hikmah Wiwit Fitria Asih Yasinta, Kharisma Dewi Yerinda, Dini