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.
