Management and Economics Journal (MEC-J)
Vol 3, No 3 (2019)

The role of customer satisfaction on the effect of service quality and corporate image on customer loyalty

Cholisati, Nurifatul (Unknown)
Maesaroh, Eka Siti (Unknown)
Rohman, Fatchur (Unknown)
Puspaningrum, Astrid (Unknown)



Article Info

Publish Date
01 Jan 2020

Abstract

This study tested and analyzed the effect of service quality and corporate image on customer loyalty by mediating customer satisfaction with customers of PT. Bank Rakyat Indonesia (Persero) Tbk. Bondowoso branch. The sample used in this study amounted to 172 respondents with a sampling technique that is purposive sampling. The data analysis used in this study is partial least square with the help of smartpls 3.0 software. The results of this study indicate that all direct influences on each pathway are significant. Customer satisfaction acts as a partial mediation on the effect of service quality and corporate image on customer loyalty.

Copyrights © 2019






Journal Info

Abbrev

mec

Publisher

Subject

Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Social Sciences

Description

Management and Economics Journal (MEC-J) is a peer-reviewed and open access journal that focuses on management and economics fields. This journal publishes original articles, reviews, and also interesting case reports. Letters and commentaries of our published articles are welcome. Subjects suitable ...