Jurnal Ekonomi
Vol. 12 No. 3 (2023): Jurnal Ekonomi, 2023, September

THE EFFECT OF SELF SERVICE TECHNOLOGY AND SERVICE QUALITY ON LOYALTY WITH SATISFACTION AS MODERATION

Novi Novaria (STIA Sandikta Bekasi)
Tuti Sulastri (Universitas Islam 45 Bekasi)
Jemi Pabisangan Tahirs (Universitas Kristen Indonesia Toraja)
Teguh Setiawan Wibowo (STIE Mahardhika Surabaya)

Article Info

Publish Date
11 Jul 2023

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

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Journal Info
Jurnal Ekonomi
Website

Abbrev

Ekonomi

Publisher

SEAN INSTITUTE

Subject

Economics, Econometrics & Finance

Description

Jurnal Ekonomi [p. ISSN 2301-6280, e. ISSN 2721-9879] is a peer-reviewed journal published Half times a year (June, and December) by SEAN Institute. Jurnal Ekonomi is intended to be the journal for publishing articles reporting the results of economics research. Jurnal Ekonomi invites manuscripts ...