ANTESEDEN LOYALITAS PELANGGAN Abstraksi / Abstracts:
Purpose of study is to examine and analyze antecedents of customer loyalty. The samples being used in this research is 160 respondents. Data collection method that used in this study is purposive sampling. Hypothetical testing in this study is conducted using Structuctural Equation Model (SEM). The findings of this study are: (1) Dimension of service quality (tangibility, empathy, reliability and security, convenience, online banking, price) has positive impact on perceived value, (2) Perceived value has positive impact oncustomer satisfaction, and (3) customer satisfaction has positive impact on customer loyalty.
Kata Kunci / Keywords:
Service quality, perceived value, customer satisfaction, customer loyalty.
FullText:
FullText