Analisis Pengaruh antara Service Quality, Customer Satisfaction dan Customer Loyalty

Kiun, Lie (2012) Analisis Pengaruh antara Service Quality, Customer Satisfaction dan Customer Loyalty. Undergraduate thesis, Universitas Internasional Batam.

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Abstract

The main objective of this study to analyze the effect of service quality attributes, customer satisfaction, trust and customer loyalty in banking sector in Batam. The service quality attributes have 5 dimensions, among others are tangibles, reliability, responsiveness, assurance and empathy. A review of a literature was conducted to find out the relationship among service quality, customer satisfaction, trust and customer loyalty. The literature to review to confirms this relationship. The sample size of 250 banking customers was drawn from 5 banks in Batam, there is Bank Mandiri, Bank BII, Bank OCBC NISP, Bank BCA and Bank Permata. The result shows that all service quality attributes are influenced to customer satisfaction and customer satisfaction and trust is influenced to customer loyalty. Empathy is negatively significant with customer satisfaction. This study suggest that service quality model is a suitable instrument for measuring the bank service quality in the Bank Mandiri, Bank BII, Bank OCBC NISP, Bank BCA and Bank Permata. Keywords: Service Quality, Customer Satisfaction, Trust, Customer Loyalty.

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