Pengaruh Kualitas Layanan, Kualitas Produk dan Nilai Nasabah Terhadap Kepuasan dan Loyalitas Nasabah Bank Mandiri
ABSTRACT: The objectives of
this study is to measure customer level of satisfaction and loyalty toward
banking service in East Java. This study is categorized as survey research with
descriptive analysis method by taking sample from population and using
questionnaire as the main data-collecting instrument. The population in this
research is all customers of Mandiri Bank in East Java. The respondents are
chosen by using probability sampling and systematic random sampling techniques.
The research sample is chosen randomly for the first data whereas the following
is using certain interval. The results of analysis using Structural Equation Modeling
(SEM) model are: (1) Service quality has positive and significant influence on
customer satisfaction. (2) Product quality has positive and significant
influence on customer satisfaction. (3) Value for customer has positive and
significant influence on customer satisfaction. (4) Customer satisfaction has positive,
significant influence to customer loyalty. (5) Service quality has negative,
significant influence on customer loyalty. (6) Product quality has negative,
significant influence on customer loyalty. (7) Value for customer has positive,
significant influence on customer loyalty. (8) Theoretical finding leading to
the theory developed is service quality has negative, significant influence on
customer loyalty. But significant influence on customer satisfaction. And
product quality has negative, significant influence on customer loyalty. But positive,
significant influence on customer loyalty mediated by customer satisfaction.
Keywords: service quality, product quality, customer
value, customer satisfaction and customer loyalty
Penulis: Rachmad Hidayat
Kode Jurnal: jpmanajemendd090181
