Variabel Kepuasan Pelanggan Memediasi Hubungan Antara Anteseden Dan Loyalitas Nasabah Bank

Abstract

This study aims to determine the effect of service quality, service convenience, fairness of perceived price influence customer satisfaction and customer loyalty and to know the effect of satisfaction variable can mediating between service quality, service convenience, fairness of perceived price to customer loyalty. Furthermore, this study also tested different respondents from the level of education. The object of research is customer of public sector bank located in Batam City. This researched used questionnaire in likert scale. Sampling method in this research using convenience sampling. Analysis technique this researched used simple regression, multiple regression, and Mann-Whitney test that is used to test the difference of respondents from the level of education. The results of this study show that the service quality, service convenience, and fairness of the perceived price positively impact the satisfaction and loyalty customers and found the role of mediation of variable satisfaction. The study found difference in customer perceptions of some services provided by banks. Further research can use a generalizable sample.