Customer Satisfaction in Mediation the Influence of Service Quality and Customer Loyalty
This study attempts to analyze the effect of service quality on customer satisfaction and its implications for customer loyalty. The research approach is correlational. The data is obtained by using a survey method to customers who have been customers for at least one year with a total of 168 people...
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| Main Authors: | , |
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| Format: | Conference or Workshop Item |
| Language: | en |
| Published: |
2023
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| Online Access: | http://ur.aeu.edu.my/1198/1/Customer%20Satisfaction%20in%20Mediation%20The%20Influence%20of%20Service%20Quality%20and%20Customer%20Loyalty.pdf http://ur.aeu.edu.my/1198/ |
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| _version_ | 1831336607000559616 |
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| author | Basrowi Juhary, Ali |
| author_facet | Basrowi Juhary, Ali |
| author_sort | Basrowi |
| building | AEU Library |
| collection | Institutional Repository |
| content_provider | Asia e University |
| content_source | AEU University Repository |
| continent | Asia |
| country | Malaysia |
| description | This study attempts to analyze the effect of service quality on customer satisfaction and its implications for customer loyalty. The research approach is correlational. The data is obtained by using a survey method to customers who have been customers for at least one year with a total of 168 people. The research was conducted in Jakarta. The results showed that there was a significant influence between service quality and customer satisfaction. Service quality also affects customer loyalty. Customer satisfaction is also significant to customer loyalty. The novelty of this research lies in the effectiveness of the customer satisfaction variable in mediating the effect of service quality on customer loyalty. Banking managers who want to increase customer loyalty should be able to improve service quality first and then increase customer satisfaction. |
| format | Conference or Workshop Item |
| id | my-aeu-eprints.1198 |
| institution | Asia e University |
| language | en |
| publishDate | 2023 |
| record_format | eprints |
| spelling | my-aeu-eprints.11982024-06-05T08:41:20Z http://ur.aeu.edu.my/1198/ Customer Satisfaction in Mediation the Influence of Service Quality and Customer Loyalty Basrowi Juhary, Ali This study attempts to analyze the effect of service quality on customer satisfaction and its implications for customer loyalty. The research approach is correlational. The data is obtained by using a survey method to customers who have been customers for at least one year with a total of 168 people. The research was conducted in Jakarta. The results showed that there was a significant influence between service quality and customer satisfaction. Service quality also affects customer loyalty. Customer satisfaction is also significant to customer loyalty. The novelty of this research lies in the effectiveness of the customer satisfaction variable in mediating the effect of service quality on customer loyalty. Banking managers who want to increase customer loyalty should be able to improve service quality first and then increase customer satisfaction. 2023 Conference or Workshop Item PeerReviewed text en http://ur.aeu.edu.my/1198/1/Customer%20Satisfaction%20in%20Mediation%20The%20Influence%20of%20Service%20Quality%20and%20Customer%20Loyalty.pdf Basrowi and Juhary, Ali (2023) Customer Satisfaction in Mediation the Influence of Service Quality and Customer Loyalty. In: Proceedings of the International Conference on Sustainability in Technological, Environmental, Law, Management, Social and Economic Matters, ICOSTELM 2022, 4-5 November 2022, Bandar Lampung, Indonesia. |
| spellingShingle | Basrowi Juhary, Ali Customer Satisfaction in Mediation the Influence of Service Quality and Customer Loyalty |
| title | Customer Satisfaction in Mediation the Influence of Service Quality and Customer Loyalty |
| title_full | Customer Satisfaction in Mediation the Influence of Service Quality and Customer Loyalty |
| title_fullStr | Customer Satisfaction in Mediation the Influence of Service Quality and Customer Loyalty |
| title_full_unstemmed | Customer Satisfaction in Mediation the Influence of Service Quality and Customer Loyalty |
| title_short | Customer Satisfaction in Mediation the Influence of Service Quality and Customer Loyalty |
| title_sort | customer satisfaction in mediation the influence of service quality and customer loyalty |
| url | http://ur.aeu.edu.my/1198/1/Customer%20Satisfaction%20in%20Mediation%20The%20Influence%20of%20Service%20Quality%20and%20Customer%20Loyalty.pdf http://ur.aeu.edu.my/1198/ |
| url_provider | http://ur.aeu.edu.my/ |