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All Journal Conference on Innovation in Health, Accounting, and Management Sciences Proceeding
Fitri Nur Handayani
Program Studi S1 Manajemen. Fakultas Ekonomi. Universitas Setia Budi Surakarta.
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PENGARUH KUALITAS PELAYANAN, REPUTASI, DAN KEPERCAYAAN PADA KESETIAAN NASABAH BANK DI SURAKARTA Fitri Nur Handayani; Waluyo Budi Atmoko; Finisha Mahaestri Noor
Conference on Innovation in Health, Accounting and Management Sciences (CIHAMS) Vol. 1 (2020): Proceeding 1st Setia Budi Conference on Innovation in Health, Accounting, and Managem
Publisher : Conference on Innovation in Health, Accounting and Management Sciences (CIHAMS)

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (144.176 KB) | DOI: 10.31001/cihams.v1i.45

Abstract

This study aims to examine the Customer Loyalty that is influenced by Service Quality, Reputation and Trust. Customer loyalty is very important for the long-term sustainability of bank operations. However, the marketing efforts made by the bank's competitors make customers have the opportunity to move to another bank. Data obtained through online questionnaire which is distributed to banking customers. The sampling technique used was purposive sampling with a population of 200 respondents. Hypothesis testing is done by using SEM. The results of this study indicate that trust has no significant effect on customer satisfaction, reputation has a significant effect on customer satisfaction, service quality has a significant effect on customer satisfaction, customer satisfaction has a significant effect on commitment, and commitment has a significant effect on customer loyalty.
Co-Authors Finisha Mahaestri Noor Waluyo Budi Atmoko