ANALYSIS OF SERVICE PERFORMANCE TO LOYALTY CUSTOMER WITH SATISFACTION AS INTERVENING VARIABLE
Abstract
This research was conducted at Mandiri Bank Region 1 Medan with the purpose of research to analyze the services performance to customer loyalty with satisfaction as intervening variable, with respondents as many as 122 customers. The analysis tool used is Structural Equation Modeling (SEM) with AMOS assistance. This study found that the services performance significantly influence satisfaction and customer loyalty, satisfaction significantly influence customer loyalty and satisfaction partially mediates the influence mediation between service performance on customer loyalty.Keywords: Service Performance, Satisfaction, Loyalty.References
Andri, Gus. (2011). Pengaruh Kinerja Pelayanan Rs.Islam Ibnu Sina Dan kepuasan Pasien Sebagai Variabel Moderator Terhadap Loyalitas Pasien Pada Rs Islam Ibnu Sina Di Sumatera Barat. Jurnal Manajemen dan kewirausahaan. Volume 2, Nomor 2.
Bei, Lien - Ti. Yu - Ching Chiao. (2001). " Integrated Model for the effects of perceivedproduct, perceived service quality, and perceived price fairness on consumer satisfaction and loyalty ". Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behaviour.
Cronin, J.J.Jr. & Taylor, A.A. (1992). Measuring Service Quality : A Reexamination and Extension. Journal of Marketing. Vol.56, July, pp.5568.
Griffin, Jill. (2003), Customer Loyalty: How to Earn It, How to Keep It. Simon and Chuster, Inc. New York.
Hair et al. (2010). Multivariate Data Analysis, Seventh Edition. Pearson Prentice Hall.
http://medan.tribunnews.com/2019/02/13/bank-mandiri-berhasil-dapatkan-laba-bersih-rp-25-triliun-di-2018.
Kotler, Philip & Keller , Kelvin Lane (diterjemahkan oleh Bob Sabrana). (2009). Manajemen Pemasaran. Edisi 13. Jilid 1, Jakarta: Erlangga.
Lucas Setia. (2012). Teori dan Praktik Manajemen Keuangan. Yogyakarta: Andi.
Suryani, Tatik. (2008). Perilaku Konsumen; Implikasi Pada Strategi Pemasaran. Yogyakarta : Graha Ilmu.
