AN EXAMINING MEDIATING ROLE OF CUSTOMER SATISFACTION IN THE RELATIONSHIP BETWEEN SERVICE QUALITY ATTRIBUTES AND CUSTOMER LOYALTY

Rahmanto, Danang (2012) AN EXAMINING MEDIATING ROLE OF CUSTOMER SATISFACTION IN THE RELATIONSHIP BETWEEN SERVICE QUALITY ATTRIBUTES AND CUSTOMER LOYALTY. S1 thesis, Universitas Andalas.

Text (Skripsi Full Text) S1 Ekonomi 2012 Danang Rahmanto 06152023.pdf - Published Version Restricted to Repository staff only Download (3MB)

Abstract

The aim of current research is to evaluate the impact of service quality on loyalty with customer satisfaction as mediating variable. The samples was drawn from customers' BNI 46 Padang by considering service quality attribute, in which the number of samples are ISO respondents participated in the study. The findings concluded that service quality has significant impact on customer satisfaction, customer satisfaction significant impact on customer loyalty, service quality has significant impact on customer loyalty, service quality has significant impact on customer loyalty, service quality and customer satisfaction while no significant impact on customer loyalty, and customer satisfaction did not mediate the relationship between service quality and customer loyalty, mean that there is direct relationship between service quality and customer loyalty. Implications of the study also discussed.

Actions (login required)

View Item