PENGARUH KUALITAS PELAYANAN, KEMUDAHAN, KEPERCAYAAN DAN PENANGANAN KELUHAN TERHADAP LOYALITAS DENGAN KEPUASAN NASABAH SEBAGAI VARIABEL INTERVENING PADA BANK BRI UNIT KM 1 LOA JANAN

Abstract

This study aims to determine the influence of service quality, convenience, trust and complaint handling on loyalty with customer satisfaction as an intervening variable in Bank BRI Unit KM 1 Loa Janan to find out which variables are dominant between the four variables.

The method used in this study is a quantitative approach, with the Partial Least Square (PLS) model. The respondents in this study are customers of Bank BRI Unit KM 1 Loa Janan with customer qualifications who have and are using Bank BRI Unit KM 1 Loa Janan. The number of samples in this study is 132 respondents.The results of this study show that (1) the effect of service quality on customer satisfaction is significant, (2) the effect of convenience on customer satisfaction is not significant, (3) the influence of trust on customer satisfaction is significant, (4) the effect of complaint handling on customer satisfaction is significant, (5) the effect of service quality on loyalty is significant, (6) the effect of convenience on loyalty is significant, (7) the influence of trust on loyalty is not significant, (8) the effect of complaint handling on loyalty is not significant and (9) the effect of customer satisfaction on loyalty is significant.