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This Author published in this journals
All Journal Greenation International Journal of Economics and Accounting
Lusiana Lusiana
Lecture on Universitas Putra Indonesia YPTK Padang, Indonesia
Economics, Econometrics & Finance

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Customer Loyalty Model Through Customer Commitment With Quality Results and E-Sq at Padang Nagari Bank Susriyanti Susriyanti; Nandan Lima Krisna; Lusiana Lusiana
Greenation International Journal of Economics and Accounting Vol. 1 No. 3 (2023): (GIJEA) Greenation International Journal of Economics and Accounting (September
Publisher : Greenation Research & Yayasan Global Resarch National

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.38035/gijea.v1i3.89

Abstract

This study aims to identify and analyze the direct and indirect effects of Quality Results, and Electronic Service Quality on customer loyalty through customer commitment to Bank Nagari. Bank Nagari is one of the regional assets as an embodiment of local wisdom aimed at the development of the West Sumatera region, and it should receive support from the entire community. However, the trend shows fluctuations in customer loyalty. This type of research is associative with a sample of 200 customers drawn through the accidental sampling method. The data analysis model uses SEM PLS. The results of this study are from the seven hypotheses proposed; both direct and indirect effects are overall acceptable. This means that the Quality of Results and Electronic Service Quality have a direct or indirect effect on customer loyalty through customer commitment to Bank Nagari Kota Padang. To get customer loyalty, it can be done by improving the quality of results such as timeliness in services as a customer evaluation of the results of their service activities. In addition, e-service quality banks need to continue to improve quickly, keep pace with technological developments, educate customers smartly and continuously for the use of these electronic services.
Co-Authors Nandan Lima Krisna Susriyanti Susriyanti