Jurnal Ilmiah Mahasiswa STKIP PGRI Sumbar

Nama / NPM Yeni Sri Astuti / 15090006
Program Studi Pendidikan Ekonomi
Pembimbing I Mareta Kemala Sari
Pembimbing II Syailendra Eka Saputra
Tahun 2020

Abstrak :

            This study aims to analyze: 1) the effect of the bank’s image on statification, 2) the influence customer value on statification, 3) the influence of product quality on statification, 4) the influence of handling complaints on statification, 5) the effect of the bank’s image on the loyalty, 6) the influence of customer value on the loyalty, 7) the effect of product quality on the loyalty, 8) the influence of handling complaints on the loyalty, 9) the effect of satisfaction on the loyalty. The results of the study are (1) bank’s image has a positive and significant effect on customer satisfaction, (2) customer value has a positive and significant effect on the satisfaction, (3) product quality has a positive and significant effect on the satisfaction, (4) complaint handling has a positive and significant effect on the satisfaction, (5) bank’s image has a positive and significant effect on the loyalty, (6) ) customer value has a positive and significant effect on the loyalty, (7) product quality has a positive and significant effect on the loyalty, (8) complaint handling has a positive and significant effect on the loyalty, (9) satisfaction has a positive and significant effect on the loyalty.

Keyword :

Bank Image, Customer Value, Product Quality, Complaint Handling, Satisfaction.

Login terlebih dahulu.