PENGARUH KUALITAS PELAYANAN TERHADAP LOYALITAS NASABAH MOBILE BANKING BNI DI BANDA ACEH DENGAN KEPERCAYAAN NASABAH, KEPUASAN NASABAH, KOMITMEN NASABAH, DAN NILAI NASABAH SEBAGAI VARIABEL MEDIASI

Indah Mayasary Rinaldy, Permana Honeyta Lubis, Sorayanti Utami

Abstract


ABSTRACT

This study aims to determine the effect of service quaity on customer trust, customer satisfaction, customer commitment, customer value and customer loyalty, then to determine the role of customer trust, customer satisfaction, customer commitmen, customer value on mediating effect of service quality to customer loyalty. Data used in this research are 310 BNI mobile banking customer in Banda Aceh. The sample data obtained in this study were statistically analyzed using confirmatory factor analysis (CFA) and structural equation modeling (SEM). The result  how that both service quality have a significantly direct effect on customer trust, customer satisfaction, customer commitmen, customer value, and customer loyalty. And then this study also found the role of customer trust, customer satisfaction, customer commitmen, and customer value are indirectly mediate the influence of service quality on customer loyalty in full mediation.

Keywords: customer loyalty, customer trust, customer satisfaction, customer commitmen, cutsomer value, service quality 


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