PENGARUH DIMENSI KUALITAS JASA TERHADAP LOYALITAS DENGAN KEPUASAN SEBAGAI VARIABEL INTERVENING PADA NASABAH BANK (Studi Kasus Pada Bank BRI Kantor Cabang Negara Bali)

Abstract

ABSTRACT

 

               This research was conducted at Bank BRI KC Country Bali. This study aims to analyze the effect of service quality dimensions on loyalty with satisfaction as an Intervening variable to the Customer. Exogenous (free) variables from this study are the dimensions of service quality, endogenous variables or dependent on this research, namely customer loyalty, and intervening variables or mediating variables between variables, namely customer satisfaction. The sample used was 98 respondents. Data collection method used is questionnaire. The analysis used is Path Analysis Test. The results of this study indicate that there is no service quality dimension that significantly influences satisfaction, as well as customer loyalty, and satisfaction does not have a significant effect on customer loyalty. But there is only one of the Dimensions of Service Quality that has a significant impact on the Customer Loyalty of the BRI Bank KC Country of Bali, Emphaty.

 

Keyword : Service Quality Dimensions, Customer Satisfaction, Customer Loyalty