Analisis Pengaruh Kualitas Layanan Terhadap Loyalitas Pelanggan dengan Kepercayaan, Kepuasan Pelanggan, dan Komitmen Sebagai Variabel Intervening

Jeliata, Jeliata (2010) Analisis Pengaruh Kualitas Layanan Terhadap Loyalitas Pelanggan dengan Kepercayaan, Kepuasan Pelanggan, dan Komitmen Sebagai Variabel Intervening. Undergraduate thesis, Universitas Internasional Batam.

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Abstract

Most banks have a system to measure customer satisfaction level. Each analysed customer would be rated and given a customer satisfaction index. This information would help banks improve customer satisfaction, retaining loyal customers. In order to stand against competitions, organisations have to try their best to satisfy the needs and wants of every customers by providing quality services and achieving customer satisfaction. As such, this paper will concentrate on providing quality services and its effects on customer loyalty. The objective of this research is to analyse the Service Quality model, and the effects of having customer trust, satisfaction and commitment on customer loyalty. Purposive sampling is carried out through the distribution of 200 questionnaires to selected customers from the top four banks in Indonesia with the highest customer satisfaction index. Results indicate that Quality Service has a significant positive impact on customer trust and customer satisfaction. Customer trust have a significant positive impact on customer satisfaction and customer satisfaction have a significant positive impact on customer commitment. Also, Customer trust, customer satisfaction and customer commitment have significant positive impact on customer loyalty. Keywords: Service Quality, Trust, Customer Satisfaction, Commitment, and Customer Loyalty.

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