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All Journal Jurnal Ekonomi
Novi Novaria
STIA Sandikta Bekasi
Economics, Econometrics & Finance

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THE EFFECT OF SELF SERVICE TECHNOLOGY AND SERVICE QUALITY ON LOYALTY WITH SATISFACTION AS MODERATION Novi Novaria; Tuti Sulastri; Jemi Pabisangan Tahirs; Teguh Setiawan Wibowo
Jurnal Ekonomi Vol. 12 No. 3 (2023): Jurnal Ekonomi, 2023, September
Publisher : SEAN Institute

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.54209/ekonomi.v12i3.2186

Abstract

Loyalty or faithfulness of a consumer is one thing that needs to be considered by financial service companies such as banking. The purpose of this study was to determine the effect of self-service technology and service quality on loyalty with satisfaction as moderation. The population in this study is the largest bank customers in Indonesia. The results showed that self-service technology and service quality had an effect on loyalty. Then, satisfaction as a moderation that is able to moderate self-service technology and service quality on loyalty
Co-Authors Jemi Pabisangan Tahirs Teguh Setiawan Wibowo Tuti Sulastri