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All Journal MANAJEMEN IKM: Jurnal Manajemen Pengembangan Industri Kecil Menengah Indonesian Journal of Business and Entrepreneurship (IJBE) Journal of Accounting and Investment Jurnal Ilmiah Manajemen dan Bisnis (JIMB) MIX : Jurnal Ilmiah Manajemen JURNAL MANAJEMEN INDUSTRI DAN LOGISTIK Inovator : Jurnal Manajemen Manager : Jurnal Ilmu Manajemen International Journal of Economics, Business and Accounting Research (IJEBAR) International Journal of Business Studies Jurnal Manajemen Universitas Bung Hatta Journal of Islamic Education and Innovation (JIEI) International Journal of Integrative Sciences Prosiding Simposium Nasional Multidisiplin (SinaMu) Journal of Sustainable Economic and Business
Christian Kuswibowo
Politeknik APP Jakarta
Religion Agriculture, Biological Sciences & Forestry Humanities Automotive Engineering Civil Engineering, Building, Construction & Architecture Computer Science & IT Decision Sciences, Operations Research & Management Earth & Planetary Sciences Economics, Econometrics & Finance Education Electrical & Electronics Engineering Engineering Health Professions Industrial & Manufacturing Engineering Languange, Linguistic, Communication & Media Mechanical Engineering Nursing Physics Public Health Social Sciences Transportation Other

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Journal : International Journal of Business Studies

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The impact of Service Performance on Customer Satisfaction and Customer Loyalty During Covid-19 Pandemic: A Case Study of Bank BTN Christian Kuswibowo
International Journal of Business Studies Vol 6 No SI (2022): Special Issue on the post Covid-19 pandemic: Reshaping the future of sustainable
Publisher : Sekolah Tinggi Manajemen IPMI

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.32924/ijbs.v6i1.211

Abstract

This study is to analyze the impact of service performance and customer satisfaction as a moderating variable on customer loyalty of Bank BTN (Bank Tabungan Negara) in COVID-19 Pandemic. The object of this research is the customers of Bank BTN. This research was conducted on 200 respondents using a quantitative descriptive approach. Determination of sample size using purposive sampling technique, purposive sampling technique is a technique of determining the sample with certain considerations. Methods of data collection using survey methods, with the research instrument is a questionnaire. The approach used in this research is the Structural Equation Model with the Smart-PLS analysis tool. This study proves that service performance has a positive and significant effect on customer satisfaction, service performance has a positive and significant effect on customer loyalty, customer satisfaction has a positive and significant effect on customer loyalty. The implication of this study is to encourage the industry to improve and maintain their service performance especially during this pandemic to increase their customer satisfaction and customer loyalty level.
Co-Authors Agus Santoso Ahmad Cahyo Nugroho Aji Kresno Murti Anees Janee Ali Anung Widodo Avia Enggar Tyasti Avia Enggar Tyasti Catur Erty Suksesty Catur Erty Suksesty Catur Erty Suksesty Citra Yuniar Darmawan Dedi Febrianto Erdin Febriansyah Chaniago Erliani Erliani Fadhila Dhia Malihah Febrina Mahliza Hendri Pujianto Mochamad Soelton Muhammad Faisal Anwar Muhammad Ramli murti, Aji kresno Paijan R. Dinda Azhar Afifah Rahmat Nofal Andriansah Sri Anah Thalia Octavania Diatma Thalia Octavania Diatma Tine Yuliantini Tine Yuliantini Tubagus Muhammad Fajrin Nurullah Yennida Parmariza