ANALISIS FAKTOR-FAKTOR YANG MEMPENGARUHI LOYALITAS NASABAH PADA BANK MUMALAT INDONESIA CABANG BANJARMASIN

Mahyuni ., Muhammad Riza Firdaus

Abstract


This study analyzes the factors that infl uence customer loyalty Banjarmasin Branch of Bank Muamalat Indonesia. The problems in this research is how the  infl uence  of  service  quality  on  customer  satisfaction,  trust,  commitment and  customer  loyalty,  how  to  infl uence  satisfaction,  corporate  image,  trust and commitment to loyalty. The purpose of the research was to determine and analyze various factors that infl uence loyalty. The research sample totaled 110 respondents. Data were analyzed using SEM. The results showed an effect of service quality on satisfaction, trust, commitment and loyalty. Corporate image effect on loyalty. Meanwhile, customer satisfaction, trust and commitment are not shown to infl uence the customer loyalty. 

Keywords : Service Quality, Satisfaction, Corporate Image, Trust, Commitment, Loyalty


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DOI: http://dx.doi.org/10.20527/jwm.v2i2.23

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Jurnal Wawasan Manajemen by Magister Manajemen Fakultas Ekonomi dan Bisnis Universitas Lambung Mangkurat is licensed under a Creative Commons Attribution 4.0 International License. Based on a work at jwm.ulm.ac.id.