ANALISIS FAKTOR-FAKTOR YANG MEMPENGARUHI LOYALITAS NASABAH PADA BANK MUMALAT INDONESIA CABANG BANJARMASIN
DOI:
https://doi.org/10.20527/jwmthemanagementinsightjournal.v2i2.167Keywords:
Service Quality, Satisfaction, Corporate Image, Trust, Commitment, LoyaltyAbstract
This study analyzes the factors that influence customer loyalty Banjarmasin Branch of Bank Muamalat Indonesia. The problems in this research is how the influence of service quality on customer satisfaction, trust, commitment and customer loyalty, how to influence satisfaction, corporate image, trust and commitment to loyalty. The purpose of the research was to determine and analyze various factors that influence 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 influence the customer loyalty.
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