文章基本信息

标题：ANALISIS FAKTOR-FAKTOR YANG MEMPENGARUHI LOYALITAS NASABAH PADA BANK MUMALAT INDONESIA CABANG BANJARMASIN
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作者：Mahyuni . ; Muhammad Riza Firdaus
期刊名称：JWM: Jurnal Wawasan Manajemen
印刷版ISSN：2337-5191
电子版ISSN：2527-6034
出版年度：2014
卷号：2
期号：2
页码：119-138
DOI：10.20527/jwm.v2i2.23
出版社：Universitas Lambung Mangkurat
摘要：This study analyzes the factors that inﬂ uence customer loyalty Banjarmasin Branch of Bank Muamalat Indonesia. The problems in this research is how the inﬂ uence of service quality on customer satisfaction, trust, commitment and customer loyalty, how to inﬂ uence satisfaction, corporate image, trust and commitment to loyalty. The purpose of the research was to determine and analyze various factors that inﬂ uence loyalty. The research sample totaled 110 respondents. Data were analyzed using SEM. The results showed an effect of service quality on satisfaction, trust, commitment and loyalty. Corporate image effect on loyalty. Meanwhile, customer satisfaction, trust and commitment are not shown to inﬂ uence the customer loyalty.
其他摘要：This study analyzes the factors that inﬂ uence customer loyalty Banjarmasin Branch of Bank Muamalat Indonesia. The problems in this research is how the inﬂ uence of service quality on customer satisfaction, trust, commitment and customer loyalty, how to inﬂ uence satisfaction, corporate image, trust and commitment to loyalty. The purpose of the research was to determine and analyze various factors that inﬂ uence loyalty. The research sample totaled 110 respondents. Data were analyzed using SEM. The results showed an effect of service quality on satisfaction, trust, commitment and loyalty. Corporate image effect on loyalty. Meanwhile, customer satisfaction, trust and commitment are not shown to inﬂ uence the customer loyalty. Keywords : Service Quality, Satisfaction, Corporate Image, Trust, Commitment, Loyalty
关键词：Service Quality; Satisfaction; Corporate Image; Trust; Commitment; Loyalty