JWM (JURNAL WAWASAN MANAJEMEN)
Vol. 2 No. 2 (2014)

ANALISIS FAKTOR-FAKTOR YANG MEMPENGARUHI LOYALITAS NASABAH PADA BANK MUMALAT INDONESIA CABANG BANJARMASIN

Mahyuni (Program Magister Manajemen Universitas Lambung Mangkurat)
Muhammad Riza Firdaus (Fakultas Ekonomi Dan Bisnis Universitas Lambung Mangkurat)

Article Info

Publish Date
22 Jul 2014

Abstract

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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Journal Info
JWM (JURNAL WAWASAN MANAJEMEN)
Website

Abbrev

jwm

Publisher

Universitas Lambung Mangkurat

Subject

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

Description

Jurnal Wawasan Manajemen, an electronic journal, provides a forum for publishing the original research articles, review articles from contributors, and the novel technology news related to management. This journal encompasses original research articles, review articles, and short communications, ...