Analisis Pengaruh Perceived Service Quality, Perceived Value, Trust, dan Image Terhadap Customer Loyalty dengan Customer Satisfaction dan Commitment Sebagai Variabel Intervening

Erien, Erien (2010) Analisis Pengaruh Perceived Service Quality, Perceived Value, Trust, dan Image Terhadap Customer Loyalty dengan Customer Satisfaction dan Commitment Sebagai Variabel Intervening. Undergraduate thesis, Universitas Internasional Batam.

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Abstract

The purpose of this research is to determine whether there is influence between perceived service quality, perceived value, trust, image, customer satisfaction, and commitment with customer loyalty at banking sector. The statistic method used in this research are double regression. The independent variable consist of perceived service quality, perceived value, trust, and image, the dependent variable is customer loyalty, and the intervening variable is customer satisfaction, and commitment. The population of this research are customers of those banking service company. The sample used are Batam City’s citizens who have ever used banking services. The sampling method used in this research is non-probability method with purposive sampling technique. Data collection method which is used in this research is survey method with interview technique and questionnaires. The results of this research showed that perceived value, trust, and image, affects customer satisfaction and commitment, customer satisfaction and commmitment affects customer loyalty, perceived service quality did not affects customer satisfaction, and customer loyalty. Key Words: Service Quality, Customer loyalty, Trust, Customer Satisfaction, Commitment, Image.

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