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All Journal JURNAL MANAJEMEN INDUSTRI DAN LOGISTIK
Azhar Affandi
Universitas Pasundan, Bandung, Indonesia
Decision Sciences, Operations Research & Management Engineering Industrial & Manufacturing Engineering Transportation

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The Influence of E-Banking Service Quality, Marketing Communication and Corporate Image on Customer Satisfaction and Its Impact on Customer Loyalty Nila Nurochani; Eddy Jusuf; Undang Juju; Sidik Priadana; Azhar Affandi
Jurnal Manajemen Industri dan Logistik Vol 7 (2023)
Publisher : Politeknik APP Jakarta

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.30988/jmil.v7i1.1310

Abstract

This study aims to determine and examine the effect of E-Banking Service Quality, Marketing Communication and Corporate Image on Customer Satisfaction and Their Impact on BSI Customer Loyalty in Priangan Timur, West Java. This study uses quantitative methods with descriptive analysis and verification analysis. In this study, the samples were customers with a total sample of 400 customers. The method of analysis in this study uses the Structural Equation Model (SEM) analysis. Based on the results of the verification analysis it is known thatCustomer Satisfaction have a significant effect onCustomer Loyalty. The total contribution made by Customer Satisfaction to Customer Loyalty is 0.8540 or 85.40 percent. The Customer Satisfaction variable has an influence value which is included in the very strong category, so it can be concluded that Customer Satisfaction is the variable that has the dominant influence on Customer Loyalty. The results of the study conclude that there is a significant effect of the quality of E-Banking Services.
Co-Authors Eddy Jusuf Moh. Sidik Priadana Nila Nurochani Undang Juju