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Journal : JDM (Jurnal Dinamika Manajemen)

 1 
THE EFFECT OF BANK IMAGE AND TRUST ON LOYALITY MEDIATED BY CUSTOMER SATISFACTION Sumadi, Sumadi; Soliha, Euis
Jurnal Dinamika Manajemen Vol 6, No 2 (2015): September 2015 (DOAJ Indexed)
Publisher : Department of Management, Faculty of Economics, Semarang State University, Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.15294/jdm.v6i2.4301

Abstract

The purpose of this study is to analyze the effect of the bank’s image and trust on customer satisfaction, as well as the effect of the image of the bank, trust, and satisfaction on customer loyalty. The study used sample of 100 people who were taken by purposive sampling technique. This research utilized multiple linear regression analysis and path analysis. Based on the hypothesis test, the results show that the image of the bank was significantly has positive effect on customer satisfaction, but trust has no significant effect on customer satisfaction. In addition, the bank’s image has no significant effect on customer loyalty. Moreover, trust and customer satisfaction significantly have positive effect on customer loyalty. Mediation test shows that customer satisfaction mediates the effect of the bank’s image on customer loyalty and customer satisfaction does not mediate trust on customer loyalty. Info
The Effect of Bank Image and Trust on Loyality Mediated by Customer Satisfaction Sumadi, Sumadi; Soliha, Euis
JDM (Jurnal Dinamika Manajemen) Vol 6, No 2 (2015): September 2015 (DOAJ Indexed)
Publisher : Department of Management, Faculty of Economics, Universitas Negeri Semarang

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.15294/jdm.v6i2.4301

Abstract

The purpose of this study is to analyze the effect of the banks image and trust on customer satisfaction, as well as the effect of the image of the bank, trust, and satisfaction on customer loyalty. The study used sample of 100 people who were taken by purposive sampling technique. This research utilized multiple linear regression analysis and path analysis. Based on the hypothesis test, the results show that the image of the bank was significantly has positive effect on customer satisfaction, but trust has no significant effect on customer satisfaction. In addition, the banks image has no significant effect on customer loyalty. Moreover, trust and customer satisfaction significantly have positive effect on customer loyalty. Mediation test shows that customer satisfaction mediates the effect of the banks image on customer loyalty and customer satisfaction does not mediate trust on customer loyalty. 
Co-Authors A.A. Ketut Agung Cahyawan W Agus Wahyudin Agustina, Indrian Ah Roifuddin, Ah AHMAD ALFIAN Ahmad Fatih Khakikudin, Ahmad Fatih Ahmad Tafsir, Ahmad Ai Astuti, Ai Alifah, Maria Alvianto, Muhamad Amalia, Inneke Amin Retnoningsih Amryansyah, Fredy Andresta, Ria Anggi Tyas Prabawati Anindya, Marsya Nabila Anjalis, Anis Anjalis, Anis Anne Nuraeni ANNE NURAINI Atikah, Farah Bambang Irawan Belina, Septiara Debora Noviana, Debora Dedi Ruswandi Dedy Miswar Denny Sobardini, Denny Dewi, Aprilia Endra Diana Tien Irafahmi Dwi Angga Septianingrum, Dwi Angga Dwi Hastuti Edy Haryono Emirilda, Mide Rara Enandang, Much Endri Saputra, Endri Erma Erma Erni Suminar Euis Soliha Fadlil Munawwar Manshur Faujiah, Ajri Fitri Nuryani, Fitri Fuadi, Syifa Tsamrotul H Saumar, H Handayani, Wini Nur Hasan Abdul Rozak Hasan Bisri Herpratiwi Herpratiw Huda, Nurul Afiatul I Gede Sugiyanta Ibrahim Ali Imanuni, Desi Indah Nurlaila Lestari, Indah Nurlaila Indra Lila Kusuma, Indra Lila Indrayani, Inten Indri Juriana Saputri, Indri Juriana Infandyah, Infandiyah Irma Lusi Nugraheni Ismail, Norman Jajang Sauman Hamdani Kadapi, Muhammad Khotimah, Nur Khusnul Lega Marisa, Lega Lina Herlina Ma'ruf, M. Hasan Maisaroh Maisaroh Malinda, Yuni Maman Surahman Meddy Rachmadi Melya Sari, Melya Mentari, Erni Muhamad kadapi, Muhamad Muhammad Irhas, Muhammad Mulya Sari Mulyanto, Robby Tri Murdaningsih Haeruman Karmana, Murdaningsih Haeruman Murgayanti Murgayanti N Ngadiyono, N Nadia, Putri Naila Rofi’ati, Naila Nani Suwarni Neni Rostini Noladhi Wicaksana Norita, Wenda Novi Eka Susilowati, Novi Eka Noviyani Noviyani Noviyanti Anita Wulandari Nugroho Edi Kartijono Nuzula Suci Azima, Nuzula Suci Oktareza, Saprama Eric P. Suryatmana, P. Parizawati, Parizawati Pras, Prastyono Putro Pangarso Prayudi, Masgilang Prikadiastuti, Idaliani Prikadiastuti, Idaliani Puadah, Nurul Qibtiyah, Qibtiyah R. Fauziah, R. R. Pratama, R. Rahma Kurnia Sri Utami resha, Anna Riama, Prayoga Desta Riskawati Yuanita, Riskawati Riskia, Feni Dini Rodiah, S Roni, Azam Sah Rosana Rosana Rubaekah, Siti Sarah Rumiasih, Rumiasih S.A, Desty Yusniarti Saiful Ridlo Santi Ganggayani, Putu Kriya Sari, Tri Permata Selamet Selamet Septiana, Lusi Setyawan, FX Arinto Sopandie Sunarya, Sopandie Sopiatin, N. Iin Sri Purwiyanti Suci Azima, Nuzula Sudarmi Sudarmi Sudomo Sudomo Sugeng Widodo Sulastri Sulastri Sulton Djasmi Sunaryo Sunaryo Syahda Aulia Fatmaningrum, Syahda Aulia SYARIFUL MUBAROK T Hartatik, T Teguh Pramono Pramono, Teguh Pramono Tino Mutiarawati Onggo Usbay, Febriyanti Valentina, Pradita Yulia Vianti, Okta Waljiemah Waljiemah Wilda Nuraida, Wilda Wiwi Isnaeni WPB Putra, WPB Yarmaidi Yarmaidi Yayah, Yayah Yudi Pratama, Yudi Yunani, Yuyun Yusmalia, Yeni Yusrina, Dina ZULKARNAIN ZULKARNAIN