Manajemen S-1, Vol. 1 (2013) No. 1

The Effect of Service Quality on Customer Satisfaction and Customer Loyalty in Bank Syariah Mandiri Padang

Dicola Niarita

Abstract

The main objective of the study to measure and find how does service quality affect customer satisfaction, measure hoe does service quality affect customer loyalty, measure what is interrelations between service quality, customer satisfaction, customer loyalty, and test mediating effect customer satisfaction in relationship between service quality and customer loyalty of customer Bank Syariah Mandiri Padang. Based on literature review there are five dimensions of service quality used in this research, they are; tangible, responsiveness, reliability, assurance, empathy. A quantitative research was used in this study with population of customer BSM in Padang and sample sizes are 150 by using purposive random sampling. To analyze the data, researcher using regression method. Based on the result of research shows that service quality is positively related to customer satisfaction, service quality is positively related to customer loyalty, and customer satisfaction positively mediating relationship betweens service quality and customer loyalty of BSM in Padang. This findings indicate that overall respondents feel satisfy and loyal with the quality service given by BSM in Padang.

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