Peran customer satisfaction sebagai mediasi antara service quality dan corporate image terhadap customer loyalty (Studi pada nasabah tabungan bima Bank Jateng Capem Sampangan)
Abstract
Kata Kunci: Service quality, Corporate Image, Customer Satisfaction, Customer Loyalty
Full Text:
Download PDFReferences
Abror, A., Patrisia, D., Engriani, Y., Evanita, S., Yasri, Y., & Dastgir, S. (2020). Service quality, religiosity, customer satisfaction, customer engagement and Islamic bank’s customer loyalty. Journal of Islamic Marketing, 11(6), 1691–1705. https://doi.org/10.1108/JIMA-03-2019-0044
Apriyanti, P., Surya, D., & Lutfi. (2017). Analisis kualitas layanan dan citra perusahaan terhadap loyalitas nasabah dengan kepuasan nasabah sebagai variabel intervening (Studi Empirik Nasabah Tabungan Tandamata Bank BJB Cabang Serang). Jurnal Riset Bisnis Dan Manajemen Tirtayasa, 1(2), 159–166. http://jurnal.untirta.ac.id/index.php/JRBM
Darmawan, D. (2018). The Effect of Service Quality, Customer Satisfaction and Corporate Image on Customer Loyalty in the banking sector in Indonesia. 19(11), 46–51. https://doi.org/10.31219/osf.io/uxsfr
Hassan, S., Shamsudin, M. F., & Mustapha, I. (2019). The effect of service quality and corporate image on student satisfaction and loyalty in TVET higher learning institutes (HLIs). Journal of Technical Education and Training, 11(4), 77–85. https://doi.org/10.30880/jtet.2019.11.04.009
Karyose, H., Astuti, W., & Ferdiansjah, A. (2017). Customer Loyalty: The Effect of Service Quality, Corporate Image, Customer Relationship Marketing and Customer Satisfaction as Intervening Variable-An Empirical Analysis of Bank Customers in Malang City. Marketing and Branding Research, 4(4), 336–347. https://doi.org/10.33844/mbr.2017.60334
Kotler, P., & Keller, K. L. (2016). Capturing Marketing Insights (Electronic Version). In Marketing Management.
Mehta, A. M., & Tariq, M. (2020). How brand image and perceived service quality affect customer loyalty through customer satisfaction. Academy of Marketing Studies Journal, 24(1), 1–10. https://www.researchgate.net/publication/340105373
Mukhlis, Y., Mahdani, I., & Fkhrurrazi, A. (2018). The Role of Customer Satisfaction and Trust as Mediation on The Influence of Service Quality and Corporate Image to Customer Loyalty. European Journal of Business and Management, 10(15).
Noer, Z. M. (2020). Majalah Marketing. PT Info Cahaya Hero, 52. https://doi.org/1858-1560
Omoregie, O. K., Addae, J. A., Coffie, S., Ampong, G. O. A., & Ofori, K. S. (2019). Factors influencing consumer loyalty: evidence from the Ghanaian retail banking industry. International Journal of Bank Marketing, 37(3), 798–820. https://doi.org/10.1108/IJBM-04-2018-0099
Özkan, P., Süer, S., Keser, İ. K., & Kocakoç, İ. D. (2020). The effect of service quality and customer satisfaction on customer loyalty: The mediation of perceived value of services, corporate image, and corporate reputation. International Journal of Bank Marketing, 38(2), 384–405. https://doi.org/10.1108/IJBM-03-2019-0096
Shankar, A., & Jebarajakirthy, C. (2019). The influence of e-banking service quality on customer loyalty: A moderated mediation approach. International Journal of Bank Marketing, 37(5), 1119–1142. https://doi.org/10.1108/IJBM-03-2018-0063
Shayestehfar, R., & Yazdani, B. (2019). Bank service quality: A comparison of service quality between BSI branches in Isfahan and Dubai. TQM Journal, 31(1), 28–51. https://doi.org/10.1108/TQM-04-2018-0052
Slack, N. J., & Singh, G. (2020). The effect of service quality on customer satisfaction and loyalty and the mediating role of customer satisfaction : Supermarkets in Fiji. TQM Journal, 32(3), 543–558. https://doi.org/10.1108/TQM-07-2019-0187
DOI: https://doi.org/10.37531/sejaman.v6i1.3635
Refbacks
- There are currently no refbacks.