ANALYSIS OF SERVICE PERFORMANCE TO LOYALTY CUSTOMER WITH SATISFACTION AS INTERVENING VARIABLE

Megasari Gusandra Saragih, Desy Elfitra Surya

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.

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References


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