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All Journal Dinasti International Journal of Education Management and Social Science
Agus Salim
Asia Banking, Finance and Informatics Institute Perbanas, Jakarta, Indonesia
Education

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The Development Model of Customer Loyalty Through Service Quality and Customer Satisfaction (Study on Regular ULaMM Customers of PT. Permodalan Nasional Madani, Palembang Branch Office) Darmawan Darmawan; Agus Salim
Dinasti International Journal of Education Management And Social Science Vol. 4 No. 6 (2023): Dinasti International Journal of Education Management and Social Science (Augus
Publisher : Dinasti Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31933/dijemss.v4i6.1997

Abstract

The aims of this study was to analyze the effect of service quality on loyalty through regular ULaMM customer satisfaction at PT. Permodalan Nasional Madani, Palembang Branch Officel. The research method is a quantitative method with survey techniques, involving distributing questionnaires through an online platform to collect data from a sample of 115 respondents. The statistical test used in this study is the SmartPLS-based Structural Equation Modeling (SEM) analysis. The results showed that there was an effect of service quality on loyalty through customer satisfaction and customer satisfaction could mediate the effect of service quality on loyalty. The better the service quality, the higher the customer loyalty.
Co-Authors Darmawan Darmawan