The Role of Customer Satisfaction and Service Quality on Loyalty of Bank Customers
Abstrak
The purpose of this study was to analyze the relationship between service quality and customer satisfaction, to analyze the relationship between service quality and customer loyalty, and to analyze the relationship between customer satisfaction and customer satisfaction. Data analysis in this study used Structural Equation Modeling (SEM) analysis with SmartPLS software. The population in this study were bank customers using e-banking in Tangerang. The sample in this study was taken from the existing population. and at least have used a bank in the form of sms banking, call banking, ATM, and internet banking. The technique for taking the sample is using a non-probability sampling technique, in this case judgment sampling, which is a convenience sampling form. Thus, the number of samples in this study were 500 respondents who had used e-banking services. The results of this study are that there is a positive and significant relationship between service quality and customer satisfaction, there is a positive and significant relationship between service quality and customer loyalty, there is a positive and significant relationship between customer satisfaction and customer satisfaction.
Referensi
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Purwanto, A., & Sudargini, Y. (2021). Exploring Factors Affecting the Purchase Intention of Halal Food Products : An Empirical Study on Student Consumers. International Journal of Social and Management Studies, 2(4), 13–21. https://doi.org/10.5555/ijosmas.v2i4.46
Purwanto, A. (2021). Partial Least Squares Structural Squation Modeling (PLS-SEM) Analysis for Social and Management Research : A Literature Review. Journal of Industrial Engineering & Management Research, 2(4), 114 - 123. https://doi.org/10.7777/jiemar.v2i4.168
PURWANTO, A. (2021). Exploring Factors Affecting Buying Interest of Smartphones During the Covid 19 pandemic. Journal of Industrial Engineering & Management Research, 2(4), 124 - 130. https://doi.org/10.7777/jiemar.v2i4.170
Purwanto, A., Asbari, M., & Santoso, T. I. (2021). Analisis Data Penelitian Sosial dan Manajemen: Perbandingan Hasil antara Amos, SmartPLS, WarpPLS, dan SPSS Untuk Jumlah Sampel Medium. International Journal of Social and Management Studies, 2(4), 43–53. https://doi.org/10.5555/ijosmas.v2i4.50
Purwanto, A., Asbari, M., & Santoso, T. I. (2021). Analisis Data Penelitian Marketing: Perbandingan Hasil antara Amos, SmartPLS, WarpPLS, dan SPSS Untuk Jumlah Sampel Besar. Journal of Industrial Engineering & Management Research, 2(4), 216 - 227. https://doi.org/10.7777/jiemar.v2i4.178
Purwanto, A., Asbari, M., & Santosi, T. I. (2021). Analisis Data Penelitian Manajemen Pendidikan: Perbandingan Hasil antara Amos, SmartPLS, WarpPLS, dan SPSS Untuk Jumlah Sampel Kecil. INTERNATIONAL JOURNAL OF SOCIAL, POLICY AND LAW, 1(1), 111 - 121. https://doi.org/10.8888/ijospl.v1i1.64
Nadeak, M., Widodo, A. ., Asbari, M., Novitasari, D., & Purwanto, A. (2021). Understanding the Links between Coaching, OCB, and Individual Performance among MSME Employees. International Journal of Social and Management Studies, 2(4), 65–80. https://doi.org/10.5555/ijosmas.v2i4.52
PURWANTO, A., Asbari, M., & Julyanto , O. (2021). Peningkatan Kemampuan Penulisan Artikel Ilmiah Jurnal International Bereputasi Pada Mahasiswa Magister Teknik Industri UMB Angkatan 24. Journal of Community Service and Engagement, 1(01), 1–6. https://doi.org/10.9999/jocosae.v1i01.3
Purwanto, A., Asbari, M., & Julyanto , O. (2021). Pelatihan Publikasi di Jurnal International Bereputasi Pada Dosen Universitas Faletehan. Journal of Community Service and Engagement, 1(01), 18–24. https://doi.org/10.9999/jocosae.v1i01.5
Purwanto, A., Sudargini, yuli, & Siswanto, E. (2021). Pelatihan Strategi Publikasi Artikel Ilmiah di Jurnal Nasional dan International Bereputasi Pada Mahasiswa S3 Manajemen Pendidikan Unnes. Journal of Community Service and Engagement, 1(01), 13–17. https://doi.org/10.9999/jocosae.v1i01.4
Purwanto, A. (2021). Pelatihan Menembus Jurnal Nasional dan International Bereputasi Pada AIPRI ( Asosiasi Institusi Pendidikan Radiografer Indonesia). Journal of Community Service and Engagement, 1(01), 25–29. https://doi.org/10.9999/jocosae.v1i01.6
Purwanto, A., Asbari, M., Novitasari, D., Fahmi, K., Mustofa, A., Rochmad, I., & Wahyuni, I. S. (2021). Peningkatan Keselamatan Kerja Melalui Pelatihan ISO 45001:2018 Sistem Manajemen Keselamatan dan Kesehatan Kerja Pada Industri Manufaktur di Tangerang. Journal of Community Service and Engagement, 1(02), 1–6. https://doi.org/10.9999/jocosae.v1i02.8
Purwanto, A., Asbari, M., Novitasari, D., Cahyono, Y., Suheri, S., Wanto, W., Fahmi, K., Mustofa, A., Rochmad, I., & Wahyuni, I. S. (2021). Mewujudkan Green Industry dengan Pelatihan ISO 14001:2015 Sistem Manajemen Lingkungan Pada Industri Chemical di Tangerang. Journal of Community Service and Engagement, 1(02), 21–27. https://doi.org/10.9999/jocosae.v1i02.11
Purwanto, A., Asbari, M., Novitasari, D., Tiara, B., Nugroho, Y. A., & Sasono, I. (2021). Penerapan Green Industry Melalui Pelatihan Sistem Manajemen Hutan FSC - CoC Pada Industri Packaging Kertas di Tangerang. Journal of Community Service and Engagement, 1(02), 7–12. https://doi.org/10.9999/jocosae.v1i02.9
Purwanto, A., Asbari, M., Novitasari, D., Cahyono, Y., Wardana, W., Suryani, P., Fahmi, K., Mustofa, A., Rochmad, I., & Wahyuni, I. S. (2021). Peningkatan Kualitas Produk dengan Pelatihan ISO 9001:2015 Sistem Manajemen Mutu Pada Industri Packaging di Tangerang. Journal of Community Service and Engagement, 1(02), 28–34. https://doi.org/10.9999/jocosae.v1i02.12
Purwanto, A., Asbari, M., Novitasari, D., Nugroho, Y. A., & Sasono, I. (2021). Peningkatan Keamanan Pangan Melalui Pelatihan ISO 22000:2018 Sistem Manajemen Keamanan Pangan Pada Industri Kemasan Makanan di Tangerang. Journal of Community Service and Engagement, 1(02), 13–20. https://doi.org/10.9999/jocosae.v1i02.10
Asbari, M., Novitasari, D., & Purwanto, A. (2021). Managing Performance and Work-Family Conflict through Social Support. International Journal of Social and Management Studies, 2(5), 11–20. https://doi.org/10.5555/ijosmas.v2i5.67
PURWANTO, A. (2021). The Role of the Use of Social Media and Family Environment on Entrepreneurial Interest of Private University Students . Journal of Industrial Engineering & Management Research, 2(6), 33 - 43. https://doi.org/10.7777/jiemar.v2i6.219
Asbari, M., Novitasari, D., Purwanto, A., Fahmi, K., & Setiawan, T. (2021). Self-leadership to Innovation: The Role of Knowledge Sharing. International Journal of Social and Management Studies, 2(5), 21–36. https://doi.org/10.5555/ijosmas.v2i5.68
Sudargini, Y., & Purwanto, A. (2021). Development of Distance Learning During the Pandemic Period Using the Android Application (e-Sabaky) in Physics Subjects at SMA Negeri 1 Pati. International Journal of Social and Management Studies, 2(5), 54–60. https://doi.org/10.5555/ijosmas.v2i5.73
Purwanto, A., Novitasari, D., & Asbari, M. (2022). Tourist Satisfaction and Performance of Tourism Industries : How The Role of Innovative Work Behaviour, Organizational Citizenship Behaviour?. Journal of Industrial Engineering & Management Research, 3(1), 1 - 12. https://doi.org/10.7777/jiemar.v3i1.246
Muliati, L. ., Asbari, M., Nadeak, M., Novitasari, D., & Purwanto, A. (2022). Elementary School Teachers Performance: How The Role of Transformational Leadership, Competency, and Self-Efficacy?. International Journal of Social and Management Studies, 3(1), 158–166. https://doi.org/10.5555/ijosmas.v3i1.97
